Mobile Agenda
Amsterdam, 12 - 14 November 2018
Schedule
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Nov 1213:00
Conference pass
The technological pillars of onboard experience at Deutsche Bahn
CONNECTIVITY
An interview covering the following topics:
- Overhauling wi-fi equipment and the challenges of rolling out updates to entire fleet
- Understanding the economic impact of digital platform features and using them to drive ancillary revenue
- Predicting the commercial benefits of a fully connected workforce
Interviewee: Agnes Bernot, Head of Digital Applications & WIFI project Manager, Deutsche Bahn AG
Interviewer: Jerry Angrave, Customer Experience Director, Empathyce
Nov 1213:00
Conference pass
Upmarket tourism as a chance for train operators to enter new business fields
LUXURY & TOURIST
- Exploring untouched opportunities: examples and best practises
- Understanding essential basics for tourist & luxury trains: hardware, services, marketing, onboard and offboard experiences
- Developing partnerships between train and infrastructure operators with tour operators and destination marketing organisations
Nov 1213:00
Conference pass
Case Study: Getting to grips with MaaS
MAAS
- What you need to know about the importance of ‘true’ MaaS?
- Capitalise on the key benefits for rail in urban mobility
- How can this be upscaled on a regional and national level?
Nov 1213:00
Conference pass
Managing revenue management and pricing with the introduction of new class systems
REVENUE
Nov 1213:30
Conference pass
Exponential growth through innovation in Napa Valley
LUXURY & TOURIST
- Understand how the Wine Train has capitalised on real-estate assets to drive revenue through new channels
- Hear how they are creating innovative, diverse customer experiences with dynamic fare structures
- Maintaining CSR through partnerships with local and regional authorities
Nov 1213:30
Conference pass
Growing the success of your revenue management projects
REVENUE
- Implementing RM to suit your network: understanding the pros and cons of different technologies
- Using the data at your fingertips to truly understand your customers and how you can benefit them
- Targeting your customers in a smarter way without diluting your offer: sharing our approach
Nov 1213:30
Conference pass
The framework behind mobility
MAAS
- Get to grips with establishing urban MaaS projects
- Unpack the different types of MaaS and how local conditions affect this
- Understand how customer experience can be maintained
Nov 1214:00
Conference pass
Taking wi-fi services to the next level on Manchester’s public transport
CONNECTIVITY
- Evaluate the business case for improving quality of wi-fi on trams
- Get to grips with how 5G and IoT can relieve traffic from current networks
- Integrating these into the wider passenger experience strategy to create seamless journeys
Nov 1214:00
Conference pass
Why seamless journeys are integral to creating brand loyalty
LUXURY & TOURIST
- Top tips to capitalise on partnerships with hotels and other local tourist attractions
- Get to grips with the commercial benefits of creating seamless passenger experience
- Understand how loyalty can be fostered by favouring convenience over speed
Nov 1214:00
Conference pass
Rethinking the relationship between operations and revenue management at Via Rail Canada
REVENUE
- Sharing the reason behind our change in approach to scheduling: taking a lesson from aviation
- Learning the lessons from change implementation and how we navigated this change
- Working successfully across the two arms of rail to create a well scheduled product in Canada
Nov 1214:00
Conference pass
Worldwide MaaS - Experiences with existing MaaS projects from 3 continents
MAAS
- How to successfully implement a Mobility Marketplace
- Challenges and lessons learned
- The MaaS Platform as an intermodal orchestrator
Nov 1214:30
Conference pass
Surpassing guest expectations in luxury travel
LUXURY & TOURIST
- Understand the traveller and meet their evolving expectations
- Leverage internal culture to deliver results and drive referrals
- Elevate end-to-end guest experience with research and analytics
Nov 1214:30
Conference pass
The power of mobile – using context to differentiate the customer experience
CONNECTIVITY
- Eurostar’s journey launching its successful new mobile app
- Understand the importance of using research and listening to your customers
- How context is helping Eurostar differentiate customer experience
Nov 1214:30
Conference pass
Combine departure profiles and public price data to drive revenue initiatives
REVENUE
- Using departure profiles to segment customer groups, our approach.
- Combine the profiles with public price data to understand revenue growth potential
- Product development based on the findings
Nov 1214:30
Conference pass
Panel: How can transport operators foster collaboration?
MAAS
Topics discussed will include:
- Incentivising operators to integrate in innovative ways
- How revenue can be shared equitably
- Which player should own the customer relationship?
Moderator: Chris Perry, Director, Intelligent Mobility Solutions
Nov 1215:30
Conference pass
Sharing the Bernina & Glacier Express’ approach to Infotainment
CONNECTIVITY
- Sharing the impact of connectivity & onboard infotainment on our customers
- Discussing the challenges around implementing an infotainment system and creating valuable content
- Developing our platform for the future to improve the solutions in place
Nov 1215:30
Conference pass
The impact of customer experience on success in new markets
LUXURY & TOURIST
- Customising market approaches at a strategic and operational level
- Getting to grips with the needs of different markets and methods of enhancing passenger experience
- Understanding the use of personalisation to elevate your offering in a highly competitive sector
Nov 1215:30
Conference pass
Can MaaS sustain itself economically?
MAAS
- Understand the potential for MaaS systems to become self-sufficient
- Discover where is it possible to add value with low cost
- Decipher the merits and challenges of public vs. private investment
Nov 1215:30
Conference pass
The impact of changing inventory systems on revenue management
REVENUE
- Sharing the wider challenges of changing inventory systems at Eurostar
- How we are leading a smooth integration into the revenue management process
- Discussing Revenue management: how has the new system impacted our results?
Nov 1216:00
Conference pass
PANEL DISCUSSION: Identifying key markets for luxury and tourist rail
LUXURY & TOURIST
Themes include:
- The desire for experiential travel – how are evolving customer demands impacting the tourism and transport industry?
- What are the challenges of breaking into specific geographical markets and catering to their needs?
- What are the challenges and benefits of expanding into new consumer markets, e.g. lower cost services?
Nov 1216:00
Conference pass
PANEL DISCUSSION: Implementing Connectivity in Rail: optimising the commercial benefits
CONNECTIVITY
Themes include:
- Working with content partners: what are the biggest challenges & how can you overcome this?
- Making sure your solution works for your customers
- Bearing the consequences of our decisions: connectivity for profit or as an investment in our customers?
Moderator: Jerry Angrave, Customer Experience Director, Empathyce
Nov 1216:00
Conference pass
PANEL DISCUSSION: How can rail operators optimise their revenue management & pricing?
REVENUE
Key themes include:· What is the role of technology in the future innovation of RM & pricing?· Working successfully with other departments: to create a successful product· How can rail operators innovate successfully and trial new ideas?
Nov 1216:00
Conference pass
Taking MaaS to the next level
MAAS
- Evaluating the ways in which current systems can be improved
- Exploring means of scaling MaaS and mobility offerings up to have regional, national and global scope
- How will different rail operators fit into the future of mobility?
Nov 1216:30
Conference pass
Understanding the touchpoints of rural MaaS
MAAS
- Identifying the necessity for on-demand transport services in sparsely populated regions
- Consider the most suitable digital framework for rural mobility network
- Discuss how larger operators can remain agile and adaptable as demands for transport services evolve
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Nov 1309:00
Conference pass
Chairman's Introduction
Keynotes
Nicholas Owen, Journalist, Presenter & Rail Enthusiast, BBC
Nov 1309:06
Conference pass
Looking forward to the mobility of the future and the role of railways in our society of 2040
Keynotes
This year, Roger Van Boxtel, CEO at NS will be joining us to share his organization’s vision for the next 30 years. From digital innovation to the rise of new modes of transport and mobility behaviors, understand how NS is positioning itself for the future.
Nov 1309:20
Conference pass
Preparing Northern American rail for the next era of mobility
Keynotes
Join Yves Desjardins-Siciliano, CEO, Via Rail Canada to understand the big plans for the growth of passenger rail in Canada. From infrastructure growth, to new business models to fulfill the full end to end journey, Yves will be sharinghis vision with the audience.
Nov 1309:35
Conference pass
Flixbus and the future of transport in Europe and beyond
Keynotes
Jochen Engert, MD, Flixbus will join us at an interesting point in the company’s expansion. Having established a dominating presence in Europe across Europe, Flixbus is now expanding to the US as well as venturing into the European rail industry with Flixtrain in Germany, Jochen will join us to Flixbus’ story and vision for the future.
Nov 1309:50
Conference pass
CEO Keynote panel
Keynotes
CEOs from MTR Express, Thello, Flixbus, Via Rail Canada and NS will take to the stage to discuss the biggest challenges facing the transport industry – and the opportunities they are keen to take grasp of.
Nov 1311:30
Conference pass
Round Table Discussions
Keynotes
With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 35 minutes, there is one rotation, so participants can join two tables during the session.
Challenges of creating the best product structure to attract and retain customers
Evaluating the new technologies on the horizon and leading by example when it comes to putting innovation into practice
How AI and blockchain will transform the rail experience
How AI and blockchain will transform the rail experience
How can rail operators shape the future of multi-modal transport?
How can stations provide a better experience for customers?
How to revenue manage when there is no capacity set: the joy of the walk-up
Claire Hennebel, Head of Revenue Optimisation, Virgin Trains
Implementing complex changes in a revenue management system
Including peer to peer carsharing as an effective solution for the last mile challenge: sharing the Czech Story
Mobility as a Service as game changer for a future proof public transport
Sharing how SBB works to ensure all digital platforms are well designed for customer usability
Should operators be multi-modal or focus on one type of vehicle: how can they collaborate among themselves, the cities and remain relevant with MaaS on the horizon?
The future of night trains in Europe: The Trans-Metropolitan vision
Michael Sipl, Director Marketing, Trans Metropolitan Railway Lines GmbH
Thinking outside the box to provide innovative, additional services for passengers using smart cards & e-tickets
Transforming Rail Industry To Work The Way We Live. A discovery and discussion session on enterprise mobile apps for employees
Why do we need successful customer sentiment analysis?
Anna Loukamo, Development Manager, VR Group
Nov 1312:35
Conference pass
Update on the Scotrail offering: how can we encourage more people to travel by rail?
STRATEGY
Riz Wahid, Head of Retail, ScotRail
Nov 1312:35
Conference pass
Using technology to bring data to life and help minimise overbooking
REVENUE
- Peak spotting visualisation: what is it and how is it helping our revenue management team?
- Bringing data from commercial and operational sources to a user interface: what data are we receiving and what are the tangible results?
- Working to manage our capacity: how are we relating this to our customers?
Nov 1312:35
Conference pass
The role of digital in the customer experience at Thalys
CUSTOMER EXPERIENCE
- Using the data, we have for our customers to provide a personalised service
- Sharing our successful experienceimplementing chatbots across our digital platforms
- How do we ensure we are implementing technology in the right places to really help our customers?
Nov 1312:35
Conference pass
The creation of seamless, cross-border journeys: from idea to reality
TICKETING
- Going beyond the integration of mobile & smart card
- Learn how Tallinn & Helsinki are collaborating in implementing cross-border ticketing
- How can this technology be developed globally?
Nov 1312:35
Conference pass
How we think about and do digital innovation at Virgin Trains
DIGITAL
- Discover how Virgin Trains are utilising new digital platforms to foster collaboration and improve passenger journeys
- Get to grips with the effective mining and use of data, to offer proactive customer service
- Understand the ways you can exploit customer data using modern technology for a personalise user experience
Nov 1312:50
Conference pass
The fearless pursuit of advantage
STRATEGY
- Delivering IoT in harsh environments
- Maximising vehicle availability and utilisation
- Making the perfect decisions at the perfect moment
Matt Griffiths, Business Development Director, McLaren Applied Technologies
Nov 1312:50
Conference pass
Sqills Tech Update in Once Sleepy Rail Sector
REVENUE
- sales and distribution technology in a changing industry landscape: Of theshelf or do it yourself?
- Is your sales and distribution system ready for liberalization andcompetition?
- How does collaboration between railway users and tech vendor offer powerfulsolutions?
- How does a product tender procedure work?
Nov 1312:50
Conference pass
“Is Digital killing Loyalty?” the future of loyalty in rail
CUSTOMER EXPERIENCE
- Understanding that consumers are loyal to experiences; not to companies
- Hear how rail operators can adapt to customer expectations in a fast paced - economic and technological environment
- What can rail operators do to stay relevant to their customers and to grow loyalty?
Nov 1312:50
Conference pass
iQRailway: Getting your customer experience on track
TICKETING
- From Europe to Australia, what we've learned rail leaders expect from customer experience
- Stay flexible. Choose the right technology that answers the NOW but is ready for the future
- How iQRailway is geared to answer the most pressing (and relevant) customer engagement needs
Nov 1312:50
Conference pass
What can big businesses learn from start-ups?
DIGITAL
- Through the eyes of a frontline staff member
- Identifying key differences in employee engagement
- Case studies: big businesses adopting start up practices
- Keeping staff up to date and relevant will be critical in the future: how can you achieve it?
Nov 1313:10
Conference pass
Sharing the ALLRAIL vision for the future of rail
STRATEGY
- The role of New Entrants to the railway market: our members and our goal
- Developing a flourishing rail market in Europe: competition has proven to grow railway use
- Understanding how barriers to fair competition can be broken and Westbahn’s approach to growth
Nov 1313:10
Conference pass
Innovating with new technology to optimise the revenue management at SJ
REVENUE
- Understand how SJ evaluates and invests in new technologies which will have a direct impact on revenues
- Taking use cases from other industries and applying these to rail
- Understanding our roadmap to the future – how we see revenue management in 5 years time
Nov 1313:10
Conference pass
A journey to more customer centricity – how to consistently deliver great experiences
CUSTOMER EXPERIENCE
- Evidence-based improvement of the passenger experience
- Customer-centric transformation
- A symbiosis of the physical and digital world – enabling technology and the human element
Nov 1313:10
Conference pass
Implementing a unique virtual ticketing pass in the Czech Republic
TICKETING
- Making it easier for our customers to benefit from passes and discounts with our new virtual card
- Sharing our path through development and implementation: the key lessons to share
- Discussing the impact on our customers and the future development we are now focusing on
Nov 1313:10
Conference pass
Bringing transport operations up to date digitally
DIGITAL
- Meet customer expectations for digital retail
- Identify the benefits of Greyhound’s push for customer engagement through technology
- How have we achieved a more online customer base than ever before?
Nov 1314:45
Conference pass
Driving commercial growth in rail with ancillary services and partnerships
STRATEGY
- Sharing Eurostar’s approach to new digital business and commercial success
- Facilitating the full trip and fighting back against commoditisation
- Using data and a curated proposition to individualise the relationship with customers
Nov 1314:45
Conference pass
How does mobility impact pricing – the urban network perspective
REVENUE
- How is the changing urban mobility landscape impacting public transport usage and pricing?
- What can networks do to ensure that their services and pricing is competitive?
- Developing a strong strategy to encourage ridership: what is our plan?
Nov 1314:45
Conference pass
Prioritising on-board customer experience as a key component of successful competition
CUSTOMER EXPERIENCE
- Our vision for the future of BLS services: customer centricity and its role in the future of rail
- Understand BLS’ current service and the reasons behind our refreshed approach
- Diving into some key areas of change: from on-board services and the role of our conductors
Nov 1314:45
Conference pass
What are the implications of new technologies for the customer?
TICKETING
- How are Rail Delivery Group revolutionising customer journeys?
- Along with biometrics, discover which future ticketing technologies RDG are harnessing
- Discuss how rail can enhance customer proposition, while building value digitally?
Nov 1314:45
Conference pass
Blockchain as a crucial tool to the future of collaboration in transport
DIGITAL
- Getting to grips with the implementation and use-cases of blockchain in rail
- Evaluate the opportunities and challenges distributed ledger technologies bring to revenue sharing between operators
- Discover how Deutsche Bahn is implementing innovations for collaboration using blockchain
Nov 1315:00
Conference pass
Time. The billion euro opportunity for ancillaries
STRATEGY
- Rail operators can lead, not trail the world in ancillary revenue by giving time back to customers
- See how passenger behaviour is evolving and how machine learning + behavioural designcan help you exceed their expectations
- Case study: How Virgin Trains East Coast increased upgrade revenue by 114%
Nov 1315:00
Conference pass
Reinventing rail for the way we live: integrating platforms
REVENUE
Keith Dierkx, Global Industry Leader for Rail, IBM
Nov 1315:00
Conference pass
Integrated passenger experience on today’s and tomorrow’s trains
CUSTOMER EXPERIENCE
Nov 1315:00
Conference pass
Panel: What is the future of ticketing technologies?
TICKETING
Topics discussed will include:
- Which new ticketing technologies are being put into practise in rail and other transport sectors?
- How rail can keep it simple and satisfy new digital customer expectations?
- What futuristic NFC, beacons, biometrics and implanted technologies bring to the table commercially
Nov 1315:00
Conference pass
How national railway operators can lead the orchestration of door-to-door & multi-modal mobility in the future
DIGITAL
- How rail operators can use permanent location analytics to predict their passenger’s multi-modal travel behavior and to automate journey planning
- Delivering personalised travel assistance, seamless ticketing and contextual moments marketing, whilst respecting the passenger’s privacy
- Sharing our experience: Increasing customer satisfaction, improving brand reputation, reducing infrastructure investment and growing ancillary revenue
Kilian Ulm, Head of Business, Axon Vibe
Nov 1315:20
Conference pass
Developing a new approach to retail and stations in the UK
STRATEGY
- Sharing our approach to growing revenue streams
- Understanding what our customers are looking for a station and providing top level services
- Developing the station as a hub in its own right: the evolving role of a station in modern cities
Nov 1315:20
Conference pass
Revenue Management in Iarnród Éireann Irish Rail – One Year On
REVENUE
- From implementing technology with incomplete legacy data to enhancing our understanding of our customers’ needs
- Conditioning our customers for the long-term behaviours we want to encourage
- How we are facing the challenge of driving digital sales without discounts
Nov 1315:20
Conference pass
The role of on board to improve customer experience
CUSTOMER EXPERIENCE
- Solving problems for our customers: developing a fail fast approach at OBB
- Making sure that on board experiences are prioritised: sharing our experiences
- Diving in: sharing our projects and learnings from previous experiences
Nov 1315:20
Conference pass
Creating user-focused transport options
DIGITAL
- Discuss the implications of smart phone and other disruptive technologies for public transportation
- Uncover how LA Metro Transport Authority are innovating to make mass transit more customer focussed
- Analysing customer behaviour to overcome legacy issues and innovate in transport
Nov 1315:35
Conference pass
Launching a low-cost, millennial focused rail operation in Sweden
STRATEGY
- Sharing the concept of Saga-rail: changing the image of rail
- Understanding our target market and marketing effectively to them
- Overcoming the challenges of fair distribution in Sweden and Europe: Sagarail’s position
Nov 1315:35
Conference pass
Implementing agile to sales and marketing: The NS International experience
REVENUE
- Building agile teams: why?
- The pirate funnel as a base for a combination of scrum and lean startup
- What are the learnings so far?
Nov 1315:35
Conference pass
The next phase in our Customer First program: Managing disruption on our trains
CUSTOMER EXPERIENCE
- The role of technology when dealing with delays and communicating with our customers
- Making sure our real-time information is managed effectively so we can share information with our customers
- Optimising processes post disruption: how can we ensure that it is easy for our customers to manage compensation
Nov 1315:35
Conference pass
What does paperless look like for ticketing?
TICKETING
- Visualise how digital can help design new services
- Hear what steps are SNCF taking towards a completely ‘paperless’ system
- How are they working alongside other operators and regional transport authority towards standardisation?
Nov 1315:35
Conference pass
Panel: The future of disruptive tech in transport
DIGITAL
Topics discussed will include:
- Which new technologies will most impact the rail and wider transport industry
- How can operators implement disruptive tech to facilitate frictionless passenger experiences?
- Why is data at the forefront of the business strategy for operators globally?
Moderator: Alexander Løberg, Industrial Lead, Accenture Norway, Accenture
Nov 1315:50
Conference pass
Bringing innovation to the Welsh rail network
STRATEGY
- Introducing in a new fleet to transform the experience of our customers
- Investing in smart electrification to bring benefits across the whole of our network
- Our ultimate goal: re-invigorating rail to lead the future of transport
Nov 1315:50
Conference pass
Sharing our digital strategy for sales and customer experience
REVENUE
- Catching up with digital: making sure our digital platforms are ready for open competition
- Fixing the basics: Updating digital platforms to match customer expectations and drive revenue growth
- Roadmap for the future: Sharing how will we triple the number of digital sales in 2 years
Nov 1315:50
Conference pass
Managing real time disruption in Copenhagen
CUSTOMER EXPERIENCE
- Sharing our omni-channel approach to managing disruption from social media to our website
- Managing disruption in-station and on-platforms: using digital screens for real-time information
- Understand how we merge customer experience with revenue generation
Klaus Aakilde, Finance Director, Metro Service
Nov 1315:50
Conference pass
Integrating future payment solutions
TICKETING
- Learn how Go Ahead Group are working towards a cashless ticketing ecosystem
- Identify which technologies rail should be paying attention to
- Uncover how the implementation of these solutions can be scaled up to a regional and national level
Nov 1316:40
Conference pass
The International Rail Revolution - API technology driving today's change
Keynotes
- Emerging competition in rail travel - is it a threat or an opportunity for railways?
- Partnerships, the answer to competition?
- Rail APIs, the technology behind winning partnerships
Nov 1317:00
Conference pass
The new era of mobile communication: Exploring the tangible opportunities for the transport industry
Keynotes
- Moving on from today's expensive, unstable and unmanaged communication networks
- Ensuring that your network benefits from the new era of intelligent software
- Understanding how customers benefit - from smart ticketing, passenger WIFI and real-time information
Nov 1317:10
Conference pass
How will conversational A.I impact the future of rail? Why should operators focus on automating customer interactions and increasing conversion rates?
Keynotes
- What are the benefits of building a smart A.I assistant to scale your operations
- Creating automated Chat & Voice interactions with your customers
- Looking towards case studies of SNCF, RATP and other rail companies
Nov 1317:20
Conference pass
Rails 2020: The rise of train ticket OTAs and online fraud
Keynotes
- In 2020 new regulations will lead to more competition in the industry
- A shift to a more digital market place will expose ticket sellers to CNP fraud
- Learn about the unique challenges of online ticket sales, and how to balance growth and the risks of fraud
Nov 1317:30
Conference pass
Dragons Den Pitches
Keynotes
We have partnered with some of the best developers from start-ups and Universities around the world to solve the everyday problems that the rail industry faces.Some of the very best organisations that have emerged from our research will give a 3-minute pitch on stage to you the audience and to our carefully selected judging panel of some of the rail industry’s most informed executives
Nov 1318:00
Conference pass
Evening Drinks Reception
Keynotes
Join us for a fun packed drinks reception - an opportunity to network in a more relaxing setting in the centre of Amsterdam
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Nov 1409:00
Conference pass
Rolling Friction: Building a Future-Ready Railway
Keynotes
Ever since the first proto-humans, we have used technology to ease our lives, to lower friction. If you understand how falling friction changes businesses, markets and customers, then you can start to see the direction of travel. Applied Futurist Tom Cheesewright takes a look at tomorrow’s rail industry and the likely impacts of technology in driving change: in service, customer behaviour, and demand.
Nov 1409:25
Conference pass
Discussing Uber's role in the future of rail
Keynotes
Nickwillbe joining us to give some insight into Uber’s role in the future of mobility. As a company that throws up controversial discussion Andrew will share Uber’s vision for the partnership potential between Uber and Rail.
Nov 1409:40
Conference pass
Going beyond the connected traveler using: digital touchpoints, data & AI
Keynotes
- Learn how ÖBB are developing solutions for all digital touch-points before, during and after a journey
- Comprehend how the digital network of traveller, assets, operations and employees improve customer journeys
- How are current ‘open’ ticketing systems paving the way for new technologies such as blockchain
Nov 1409:55
Conference pass
The future of mobility in Amsterdam
Keynotes
GVB is one of the most innovative and forwarding thinking transport organisation in the World and Alexandra will be joining us to share her thoughts on the future of mobility in Amsterdam.
Nov 1410:00
Conference pass
Move with purpose, new futures in rail & transit
Keynotes
- Understanding how successive waves of digital disruption are reinventing rail and transit
- Why rail operators running “business as usual” are exposing themselves to threats from digital competitors
- Boost profits, Unlock value, Innovate fast, Exploit new opportunities and Drive growth by accelerating your digital journey
- Rotate to the New NOW!
Pierre-Olivier Desmurs, Managing Director, Accenture
Nov 1411:30
Conference pass
Round Table Discussions
Keynotes
With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 35 minutes, there is one rotation, so participants can join two tables during the session.
Can you increase customer experience using chatbots?
Creating a future ticketing platform: bringing ticketing in to the 21st century
Ignas Verseckas, Head of Business Innovation & Development, Passenger Transport,, Lithuanian Railways
Designing the future of interior rail – OBB Nightjet case study
From customer experience to collaboration between operators: which lessons can be learned from the luxury & tourist rail sector?
How can operators capitalise on new tech, particularly smartphones, to increase frequentation on their networks?
How can rail create a premium passenger offering using digital technology?
How can rail operators implement a new ticketing system successfully?
Riz Wahid, Head of Retail, ScotRail
How can rail operators successfully innovate?
How can transport operators humanise their customer experience?
Jerry Angrave, Customer Experience Director, Empathyce
Implementing integrated ticketing systems enhanced by sustainable technology
Innovation starts from within: evaluating how transport operators can foster a culture of innovation and embrace digital disruption?
Key considerations for operators when implementing big data projects in personalisation
Nov 1412:35
Conference pass
Optimising distribution in your rail organisation
REVENUE
- Sharing Eurostar’s story and ahieving success with the business segment via IATA standards
- Ensuring our distribution strategy enables Eurostar to reach Business Travellers on a world-wide basis
- Launching a new route: the distribution challenges and how we ensured we can reach our core market successfully from day one
Nov 1412:35
Conference pass
The new age of rail: the role of Loyalty at MTR Express
MARKETING
- Creating a loyal relationship with our customers: what is our approach?
- Sharing our loyalty program: how we engage our customers and encourage them to redeem our products
- Understanding the impact of loyalty on our business: from retention to new business opportunities
Nov 1412:35
Conference pass
Gaining rail’s market share in the South African transport mix
CUSTOMER EXPERIENCE
- Modernising our services to encourage rail travel: sharing our vision for the future of rail
- Making it easier to travel: the role of the journey to and from the station
- Communicating our product effectively to share how we are improving the service
Nov 1412:35
Conference pass
Creating a nationwide platform for travel info and ticketing
TICKETING
- Uncover the benefits and challenges of having one centralised data system on a national scale
- Discuss how data can be shared and utilized
- Our journey to the cloud
Nov 1412:35
Conference pass
Rebuilding your data ecosystem
DIGITAL
- Learn how NS are building upon their legacy data environments
- Identify how data can be mined from rail passengers and utilised to improve customer satisfaction and operational logistics
- Uncover the implementation and benefits of efficient data governance and data management
Nov 1413:00
Conference pass
Introducing direct connections for SNCF distribution
REVENUE
- Creating direct booking channels for TMCs and OTAs and being able to provide unique services
- Allowing connection alternative options through GDS and new rail IT to answer all kind of needs
- Sharing the drivers behind t change
- What does the future of distribution look like in rail?
Nov 1413:00
Conference pass
How to make public transport ticketing easy - for both customers and operators alike
TICKETING
- Key success factors for customers and operators in public transport ticketing
- Hardware-free In-/Out-Ticketing solutions: state of play
- Starting from 0to covering an entire country in less than twoyears: the Swiss Story
Nov 1413:00
Conference pass
From e-commerce to conversational commerce: which train booking experience is fit for the future of transport?
DIGITAL
- Understand how transport operators can overcome the limitations of traditional online sales channels
- Breaking down the challenges and data mining opportunities of social commerce
- Discuss Oui SNCF’s predictions for the future of personalised travel, from booking to on board
Nov 1413:05
Conference pass
Capturing the golden opportunity with a creative marketing campaign to grow market share
MARKETING
- Creating a marketing campaign to strengthen our brand and increase market share
- Discussing the famous five campaign and the strategy behind it
- Sharing our success and our future marketing plans in an expansion phase
Nov 1413:05
Conference pass
Developing a new loyalty strategy in Rail
MARKETING
- Developing a loyalty strategy to attract and retain new customers
- Understanding the role of loyalty in the rail industry: Is it fair to look towards aviation for inspiration?
- Implementing a revenue generating model as a revenue driver for our company
Nov 1413:05
Conference pass
Creating a travel experience for the whole journey
CUSTOMER EXPERIENCE
- How are Eurail focusing on the customer’s whole trip to enhance the full experience
- Using digital technology to create a new relationship with our partners
- Creating new value with partnerships and focusing on the destination
Nov 1414:30
Conference pass
How has the aviation industry achieved successful distribution standards?
DISTRIBUTION
- The aviation industry has successfully increased competition within a highly regulated distribution environment: how?
- The role of technology and its impact on distribution: preparing for the future impacts on distribution
- Our advice for operators to optimise distribution standards
Nov 1414:30
Conference pass
Working to fair distribution standards in European rail
DISTRIBUTION
- Standards and regulation is in place: what does this mean for your railway and what impact does it have?
- The impact of competition on fair distribution: understanding how rail and emulate the success of fair distribution in aviation
- Open data: making time tabling and pricing information available to help your customers and enable innovation
Nov 1414:30
Conference pass
How connected are you to your digital audience offline?
MARKETING
- Find out how to build an human connection with you audience.
- Merging offline and online marketing through data driven marketing using hyperlocalisation.
- Does your brand have a voice? (Voice and chatbots)
Nov 1414:30
Conference pass
Why does rail need unified booking channels?
TICKETING
- Discussing the evolution of customer behaviour during the ticket booking process
- Learn how Trenitalia and C2C are managing all booking channels on one, unified platform
- Understand the benefits of multi-device sales software
Bernardo Tonini, Commercial Director, Trenitalia
Nov 1414:30
Conference pass
DB goes Digital: The digital transformation strategy of Deutsche Bahn Group
DIGITAL
- Exploring the fundamental digital trends driving and changing Deutsche Bahn's core markets
- Outlining the digital strategy to play and drive change along those markets
- Unpacking our transformation approach for the organization and fostering an eco-system of innovation
Nov 1414:45
Conference pass
Launching new sleeper trains using mixed reality
MARKETING
- Planning - Building a virtual train
- Public events - A virtual train to a physical showcase
- Virtual becomes reality – introducing the new Caledonian Sleeper
Nov 1414:45
Conference pass
The role of distribution in the new world of rail
REVENUE
- Outlining the Trans-Metropolitan project to deliver a new experience in rail
- Discussing successful distribution in a competitive rail environment: working with a range of partners from airlines to local operators
- Developing a door to door service with integrated distribution: making a seamless experience for customers
Nov 1414:45
Conference pass
Developing mobile integrated solutions for seamless travel experiences
TICKETING
- Why is providing mobile first, pay later ticketing a priority at Fertagus?
- Clock-In Clock-out: sharing our journey towards smart ticketing
- Working towards barrier-less ticketing in the whole customer journey
Nov 1414:45
Conference pass
Sharing our journey to digital innovation at Gruppo Ferrovie dello Stato Italiane
DIGITAL
- Navigating the challenge of digital transformation and outlining the potential we envisage
- Developing an industrial plan with digitisation and innovation high up the priority list
- Deep-diving into some case studies to sharing what have we already achieved
Nov 1415:00
Conference pass
Implementing a new distribution platform
DISTRIBUTION
- Discussing the challenges of implementing a new internal distribution platform: the biggest challenges we overcome
- Understanding the capabilities of our new distribution platforms
- Looking towards the future of distribution and the flexibility of the platform we chose
Nov 1415:00
Conference pass
The migration to a common digital ticketing system
TICKETING
- Identifying the passenger demand for a common ticketing system across Thailand
- Comprehending the features of a centralised data house
- What back office technology is being put into place to equip Thailand to progress beyond mobile ticketing?
Nov 1415:00
Conference pass
Leveraging technology to optimise customer feedback strategies
DIGITAL
- Understand the commercial benefits of efficient and accountable customer feedback processes
- Discover the innovative software National Express are implementing to improve customer satisfaction and foster loyalty
- Assessing the challenges of rolling this out on a global scale
Nov 1415:15
Conference pass
Rebranding Leo Express from a rail operator to multi modal transport provider
MARKETING
- New services, new brand and updated platforms: how we re-created the Leo-Express image
- Reaching our audience across relevant platforms
- Creating an innovative marketing strategy to engage our audience
Nov 1415:30
Conference pass
Fair distribution in a competitive rail market; for the new entrant
DISTRIBUTION
- How does distribution impact a new entrant to the rail market?
- Discussing the best approaches to ensuring that new entrants stand a chance of accessing their target market
- Preparing for the future of rail: ensuring that competition drives growth in the overall industry rather than in-fighting
last published: 12/Nov/18 18:15 GMT
Get Involved At The World Rail Festival 2018
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