ATTEND THE WORLD RAIL FESTIVAL

 

 

Now in its 7th year the World Rail Festival brings together the most innovative rail operators to discuss all aspects of customer experience management. No matter where your interest lies –   high speed rail operators, urban rail op-erators, eCommerce, Mobile Ticketing, Passenger Experience, Marketing, Social & Loyalty   – we have content, networking and new partners for you!

 

Amsterdam, The Netherlands, 13 - 15 November 2017

Schedule

Create your personal agenda –check the favourite icon

Nov 1313:20
Conference pass
Nov 1313:30
Conference pass

Delivering a WIFI and infotainment solution on the UK coach network

Keynotes
  • Developing a resilient business plan suited to the transport industry and avoiding danger zones
  • Learn from National Express’ experience of unforeseen hurdles and the solutions now in place
  • Optimising the ancillary benefits of passenger experience and previously unreachable data
Nov 1314:00
Conference pass

Revamping the digital CX on OEBB’s long distance network

Keynotes
  • Improving the connectivity offering on OEBB’s network: what’s new?
  • Evaluating the impact of the new services on our customers
  • Developing new services which rely on connectivity: how will OEBB develop the onboard customer experience?
Nov 1314:30
Conference pass

How does Air France KLM meet the consumers’ need for being constantly online?

Keynotes
  • The consumers’ thirst for connectivity
  • Engagement onboard
  • Managing customer expectations
  • Operational opportunities
  • A little bit about the business model
Charles Hageman, Product Strategy Manager, KLM Marketing & Brand, KLM Royal Dutch Airlines
Nov 1315:45
Conference pass

A world first: App-free on-board premium media entertainment

Keynotes
  • Creating an entertainment solution which gives a premium brand identity
  • Designing well curated interfaces and UX to ensure a seamless on-line experience
  • Benefitting from analytics and insights into customer behaviours
Nov 1316:15
Conference pass

Uncovering the how rail can overcome optimising connectivity & on-board services for rail

Keynotes
  • Understanding your customers and the real opportunities to improve experiences and increase retention
  • Developing a clear business need to implement connectivity and provide other services: convincing your board
  • What I wish I had known earlier… key take away’s from our experiences and hear about our future plans
Nov 1316:50
Conference pass

Welcome Drinks Reception

Keynotes
Join us at the Conference Venue for a welcome drinks reception

Create your personal agenda –check the favourite icon

Nov 1408:55
Conference pass

Chairman's Introduction

Keynotes
Nicholas Owen, Journalist, Presenter & Rail Enthusiast, BBC
Nov 1409:00
Conference pass

Growing the SJ network and investing in digital innovation

Keynotes
This year Crister Fritzson will join us to share SJ’s long term strategy. As Sweden is one of the worlds most connected countries, Crister Fritzson will share SJ’s digital strategy that are helping SJ to become one of the world’s leading rail operators. Crister will also discuss competition in Europe and how Swedish rail will adapt to the Norwegian market.
 
Interviewee: Crister Fritzson, President & Chief Executive Officer, SJ
Interviewer: Nicholas Owen, Journalist, Presenter & Rail Enthusiast, BBC
Nov 1409:20
Conference pass

Disrupting the Austrian Rail Network

Keynotes
Dr Erich Forster sits down with Nicolas Owen, to discuss Westbahn’s digital strategy and open competition on the Austrian Railway network. With a winning formula of simple pricing and reliably smooth customer experience, Erich will share what is next for Westbahn
 
Interviewer: Nicholas Owen, Journalist, Presenter & Rail Enthusiast, BBC
Nov 1409:40
Conference pass

Transforming High-speed rail experience at TGV Lyria

Keynotes
Andreas will join us to discuss the transformation taking place at TGV Lyria. In focus will be the improvements to digital channels, giving customers more control over booking and journey management. Other transformations taking place at Lyria, including improvements to on-board experience and a bid to attract premium customers will also be discussed
 
Interviewee: Andreas Bergmann, Chief Executive Officer, TGV Lyria
Interviewer: Nicholas Owen, Journalist, Presenter & Rail Enthusiast, BBC
Nov 1410:00
Conference pass

Rail in the Cognitive Era - transforming the Rail experience

Keynotes
  • Cloud, Cognitive and Platforms
  • How Railways Transform their Business Models in an Age of Disruption
Keith Dierkx, Global Industry Leader for Rail, IBM
Nov 1411:20
Conference pass

Technology and Strategy Roundtables

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.
 
Nov 1412:29
Conference pass

Chairman's Introduction

Rail Fest Stream A
Moderator: Nicholas Owen, Journalist, Presenter & Rail Enthusiast, BBC
Nov 1412:29
Conference pass
Nov 1412:29
Conference pass

Chairman's Introduction

Rail Fest Stream C
Moderator: Pierre-Olivier Desmurs, Managing Director, Accenture
Nov 1412:30
Conference pass

Preparing for the customer journey of tomorrow (using consumer insights and technological advancement)

Rail Fest Stream B
  • Digitalizing  consumer touchpoints, focusing on self service
  • Ensuring that our customers have access to the information they need through digital solutions
  • Using machine learning to predict customer behavior and optimise marketing capabilities
Kristin Kjøge Jansson, Head of Sales & Digital, NSB
Merete Moystad, Marketing Director, NSB AS
Nov 1412:30
Conference pass

Panel: What will be the defining technologies that enable smart ticketing to be seamless, safe and efficient?

Rail Fest Stream C
Panellists will discuss some of the technologies on offer and what future innovation may bring to the industry. Technologies from Beacons to Geo Location, biometrics and WIFI will all be discussed
Moderator: Pierre-Olivier Desmurs, Managing Director, Accenture
Birgit Wirth, Head of Innovation Projects, Deutsche Bahn AG
Nov 1412:30
Conference pass

Challenging alternative modes of transport with attractive pricing strategies

Rail Fest Stream A
  • Discussing the unique challenge that rail face in relation to cyber security through cloud based solutions
  • Why should is cyber security be top of the list for every employee?
  • Building secure infrastructures that are sustainable when thinking about smart ticketing
Nov 1412:45
Conference pass

Hear how Irish rail have implemented a dynamic revenue management strategy

Rail Fest Stream A
  • See the impact that a modern revenue management system has had on our revenue growth
  • Overcoming the challenges to implementing new technology and managing the transfer internally
  • Discussing some of the projects we have implemented and the impact on our customer base
Brian Quinn, Head of Revenue Management, Irish Rail
Nov 1412:45
Conference pass

Creating a booking ecosystem that encourages trust in digital

Rail Fest Stream B
  • Developing platforms that can cater for our customer’s needs throughout the journey cycle
  • Understand how we will encouraging customer behavioural change to digital
  • Meeting our ultimate goal to gain deeper insights and deliver personalised services for our customers
Nov 1413:00
Conference pass

Implementing a new sales, distribution and RM software suite – should you make or buy?

Rail Fest Stream A
  • What are the benefits of thousands of proven and out of the box functionalities?
  • How to incorporate specific operator requirements within an out of the box solution
  • Understanding the make or buy business case
Nov 1413:00
Conference pass

From fragile to agile: hacking the cultural barriers to innovation in rail - sharing DSB’s experience

Rail Fest Stream B
  • Understanding how digital transformation can be encouraged in rail – and how to hack management and culture
  • Launching a digital lab and the balance between accelerating innovation and transforming the company culture
  • An introduction to a framework for doing innovation and optimising the customer, employee and train journeys with digital as enabler: hear about some key projects
Nov 1413:00
Conference pass

Delight your passengers - A seamless and contextual mobile experience

Rail Fest Stream C
  • Understand how to orchestrate the passenger's door-to-door mobility based on user insights gained through smart location analytics
  • Bringing AI powered travel assistance to rail operators mobile applications to reduce friction along the passenger's individual journeys
  • Implement next-gen contextual communication, seamless ticketing and grow ancillary revenue
Nov 1414:45
Conference pass

Panel: Bringing fair competition to Europe: The role of the Alliance of Rail New Entrants (ALLRAIL)

Rail Fest Stream A
Members of the ALLRAIL Alliance will join us to share their experience in open competition on Europe’s trainlines and how the industry can work to allow competition to be a success for all
 
Nov 1414:45
Conference pass

Building a successful rail brand: encouraging people to convert to rail

Rail Fest Stream B
  • Understand how consumers relate to brands to meaningfully change your image
  • Working successfully with a range of partners to encourage new ridership
  • Once you get them to test, get them to stay: Irish Rail’s customer first success
Nov 1414:45
Conference pass

Bringing the Paris ticketing system into the 21st Century

Rail Fest Stream C
  • Developing a ticketing system that will allow simple and practical ticketing transactions
  • Overcoming the challenges of working with several partners to implement a common solution
  • Designing a solution that will provide technological flexibility for the next wave of innovation
Nov 1415:00
Conference pass

Putting the customer first to take a fresh approach to achieving commercial success at Via Rail Canada

Rail Fest Stream B
  • Hear what strategies Via Rail has changed based on a fresh, customer led approach
  • Understanding the role of CRM and Marketing in tapping into new markets for growth
  • Managing to substantially grow revenues with limited capacity growth
Nov 1415:00
Conference pass

Top 10 challenges and life lessons learned when implementing a new ticketing system and five sales channels in Croatia

Rail Fest Stream C
  • Understand the main technical challenges we faced in jumping eons ahead in a single day
  • Overcoming the cultural challenges in Croatia and making the case for digital
  • Do not underestimate the hidden parts of the project
  • Sharing the reactions of our customers and the potential in the future
Nov 1415:15
Conference pass

Branding like a hospitality provider, thinking like an airline

Rail Fest Stream B
  • Changing perceptions for Caledonian Sleeper to a premium, luxury hotel like experience
  • Using targeted digital marketing over social media to reach core customers markets
  • Going digital: collecting data and insights on customers to encourage an increase in loyalty
Iain Baxter, Sales and Marketing Director, Caledonian Sleeper
Nov 1415:15
Conference pass

Enabling digital ticketing with innovative technology

Rail Fest Stream C
  • Understand how SJ approach new ticketing technology to encourage digital and mobile sales
  • Implementing SWISH mobile to mobile payments and the impact on our sales
  • Embedded chipcard: testing the potential ticketing technology of the future of SJ’s network
Nov 1415:30
Conference pass

Building agile marketing and sales teams in rail: moving to market smarter & quicker

Rail Fest Stream B
  • Understand why we believe in building agile sales and marketing teams?
  • How is NS International bringing these teams together?
  • What are the learnings so far?
Nov 1415:30
Conference pass

Attracting business and premium passengers to high-speed rail in Europe

Rail Fest Stream A
  • Hear how Lyria has put together a unique strategy to attract premium customers to its service
  • Overcoming the challenge of competition from other modes of travel and making rail stand out
  • Ensuring that our service is easy to book and manage through digital channels to create a seamless experience
Mael Decroix, CCO, TGV Lyria
Nov 1415:30
Conference pass

Setting the foundation for NextGen Rail Ticketing

Rail Fest Stream C
  • Smart Ticketing is all about convenience. Here’s why.
  • What goes into creating the customer engagement backbone for the next generation of ticketing solutions
  • How the channel-less customer experience will look like for rail
Ionut Pop, Marketing Manager, iQuest Group
Nov 1415:45
Conference pass

Re-evaluating the status quo by taking a fresh look at commercial strategy in Slovakian Rail

Rail Fest Stream A
  • Creating new partnerships to grow revenues and market share on Slovakian Railway
  • Understanding what types of partnerships will bring the railway benefits
  • Making sure our developments create true value for our customers and encourage travel by rail
Nov 1415:45
Conference pass

Delivering digital first ticketing solutions as an incumbent railway operator

Rail Fest Stream C
  • Revolutionising ticketing in the Czech Republic: bringing digital commerce to rail
  • Hear how we developed a digital e-shop which now accounts for 50 percent of bookings
  • Understanding our customers and making sure our services fit with their digital habits
Nov 1415:45
Conference pass

Experience from the inside: Providing end-to-end passenger services in Amsterdam

Rail Fest Stream B
  • Understanding the current transport mix in the business district of Amsterdam and the stress on roads and infrastructure
  • How we overcame the challenge of bringing the public operators together and creating a new approach to travel
  • The opportunities for rail: providing a seamless service to get your passengers home and encouraging travel by public transport
Nov 1416:00
Conference pass

Putting the emphasis on Lithuania’s passenger rail business

Rail Fest Stream A
  • Providing services that encourage rail to the business travel market
  • Focusing on different strategic markets and partnering with different travel modes to provide the best choice
  • Making sure we are advertising to the best channels: harnessing media to change our brand
Nov 1416:00
Conference pass

Developing new models which allow smart mobility partnerships to be developed

Rail Fest Stream B
 
  • Understanding the benefits that smart mobility can have on the wider public transport network
  • What features do successful public/private partnerships have and does the franchise model work?
  • Establishing good relationships that can bring the benefits of Smart mobility to our communities
Chris Perry, Director, Intelligent Mobility Solutions
Nov 1416:00
Conference pass

Understanding the key role of e-ticketing in travel in 2017

Rail Fest Stream C
  • What are the key elements which allow Flixbus tickets to predominately sell online?
  • Connecting off-line purchases to the on-line world
  • Providing in-app functions which allow for a seamless customer journey
Nov 1416:15
Conference pass

Preparing for the multi-modal transformation

Rail Fest Stream B
  • Preparing for SBB to be the Central Player in the Swiss Urban Mobility Ecosystem
  • Thinking ahead: preparing our network for Autonomous Vehicles
  • Working with Public Transit Operators as partners and ‘frenemies’ Google: when is the right thing to partner?
Nov 1416:15
Conference pass

Lost in ticketing

Rail Fest Stream C
  • How an operator prepares for three futures of ticketing
  • Developing a future strategy for smart ticketing
  • An insight into some of our ticketing projects and lessons we learnt
Nov 1416:15
Conference pass

Providing customer centric ancillary services through one multi-train and multi-service smart platform

Rail Fest Stream A
  • What is preventing rail operators from offering all services around their core business in a “customer centric” way? 
  • What are the core benefits for rail operators of providing ancillary services along each train ticket, in one destination or in a multi-city itinerary?
  • Make your rail services the most competitive in the transport market: providing opaque ticket prices in packages 
Nov 1417:00
Conference pass

Preparing for today, tomorrow and the day after. Is it only a buzz or is the rail industry really transforming?

Keynotes
  • Today is about open API’s
  • Tomorrow will be artificial intelligence
  • The day after will bring blockchain technology
Nov 1417:30
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 5-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 1418:00
Conference pass

Evening Drinks Reception at Delirium Cafe

Keynotes
Join us at the delirium Cafe, just over the road from the Conference Venue for an evening of networking. Delirium Cafe specialise in craft beers so you can explore this side of dutch culture

Create your personal agenda –check the favourite icon

Nov 1509:00
Conference pass

How can rail navigate the future transport ecosystem and prepare for the advent of smart mobility

Keynotes
  • How big could the impact of artificial intellegence, blockchain and big data be for rail?
  • What are the practical applications for these technologies and how are they likely to develop and impact transport?
  • Preparing to be an agile organisation that can adapt to change, disruption and challenges as opposed to overtaken by competitors
Nov 1509:20
Conference pass

UBER and railways - A Win-Win

Keynotes
  • What do the statistics say? How does UBER disincentive private car ownership? How to push forward the modal shift towards railways?   
  • How can Rail Operators and UBER partner to create a better customer experience?
  • Forward Thinking: As customers increasingly demand intermodal services, can UBER play a leading role?
Nov 1509:40
Conference pass

Preparing for the future of transport

Keynotes
  • Preparing for the future of mobility with digital innovation as a key enabler
  • Understand how are we working to ensure experience on the railway encourages loyalty to the brand
  • Investing in smart ticketing and public transport partnerships to turn the future of transport into a reality
Nov 1510:00
Conference pass

Unlocking value in rail by harnessing digital opportunities

Keynotes
  • Discover how real value for your customers can be created
  • Using enriched data to gain insight on your customers, services and potential efficiencies
  • Starting today to prepare for the ecosystems of tomorrow
Nov 1511:20
Conference pass

RAIL OPERATOR ROUND TABLES

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.
 
Nov 1512:29
Conference pass
Nov 1512:29
Conference pass
Nov 1512:30
Conference pass

Rail innovation in the age of digitalization

Rail Fest IT
  • Sharing our vision of the ultimate customer journey at Amtrak
  • Why driving an engaging employee experience improves passenger experience?
  • What are the key areas of innovation that we are investing in to achieve these goals?
Nov 1512:30
Conference pass

Putting the customer at the heart of Virgin’s digital transformation

Rail Fest Stream B
  • Envisioning what the ideal customer journey for our customers would look like
  • Ensuring that digital transformation allows impactful benefits for our customers and our revenue capabilities
  • Empowering our people with data to know our customers and improve their experiences
Nov 1512:30
Conference pass

Launching London Amsterdam: why borders impact the whole Revenue Management strategy

Rail Fest Stream A
Claire Hennebel, Head of Revenue Management, Eurostar
Nov 1512:45
Conference pass

Panel: How can rail disrupt itself? Thinking big and taking control

Rail Fest IT
  • Themes include:
  • What will be the biggest technologies enabling the rail industry to innovate and change?
  • What are the biggest challenges for TOCs in the innovation sector and what are the roads to success
More panellists to be announced 
Nov 1512:45
Conference pass

Classless revenue management reveals hidden revenue resources

Rail Fest Stream A
  • Adapting new technologies to work alongside older and continue to produce results
  • Using historical and known data to allow for dynamic pricing
  • Future additions which will allow for more revenue growth
Dmitry Gorbatov, Head of marketing and revenue management department, Russian Railways
Nov 1512:45
Conference pass

The paradigm change: beyond A to B travel to the personal mobility ecosystem of the future

Rail Fest Stream B
  • What are the biggest trends impacting customer experience design and how does this impact you?
  • Harnessing digital technology to understand your customers and provide a seamless journey
  • Taking the next step: preparing for the personal mobility ecosystem and Rail’s position in the ecosystem
Anu Muurinen, Director, Retail and Travel, Accenture
Nov 1513:00
Conference pass

How NS Dutch Railways is using technology to personalize and optimise the customer journey

Rail Fest Stream B
  • Digitising the customer journey: having a smart digitizing strategy to make sure we are investing in the most impactful areas
  • Working closely with customers to understand what they really want from our digital channels
  • Using the data to understand each customer and provide a unique and personalised experience
Nov 1513:00
Conference pass

The travel experience enrichment - how to integrate the rail ecosystem

Rail Fest Stream A
  • Addressing the complexity of the ecosystem environment
  • Leveraging the emerging technologies to integrate partners
  • Supporting the customer during the enriched travel experience
Pierpaolo Marabitti, IBM Global Business Services - Executive Partner, Travel and Transportation Leader, Italy, IBM
Nov 1514:20
Conference pass

Balancing capacity and overbooking on the German rail network

Rail Fest Stream A
  • How Deutsche Bahn is managing its proportion of first class carriages with revenue management
  • Is there a solution to the first/second class split when making decisions for the next 30 years?
  • Discouraging booking on busy trains to avoid dangerous situations and angry passengers
  • Hear how Deutsche Bahn is measuring the impact of icons when booking platforms on customer behaviour
Philipp Bartke, Senior Specialist Revenue Management, DB Fernverkehr AG
Nov 1514:20
Conference pass

Bringing effective digital solutions to rail

Rail Fest IT
  • What are the most important technologies that can dramatically change rail for the better?
  • Getting the right people: how do you lead change from the inside out?
  • Making use of the data you already have in an intelligent way: how can this be done in an agile way?
Nov 1514:20
Conference pass

Using social customer care data to understand and enhance the customer experience

Rail Fest Stream B
  • Using the insights that social customer care can provide to understand and enhance your customer experience
  • How can rail operators use social data to surprise & delight customers?
  • Learning from other industries to understand the opportunities that social media can create
Nov 1514:35
Conference pass

Implementation of Network Planning at VIA Rail Canada – Customer at the heart of our schedules

Rail Fest Stream A
  • Challenges and potential of implementing a network planning group at VIA Rail Canada Inc.
  • Ensuring that passengers are at the center of our schedules
  • Results of our labour and looking to the future
Nov 1514:35
Conference pass

Hear how Deutsche Bahn is implementing AI technology in its passenger rail services

Rail Fest IT
  • Using AI to improve processes and communications within the Deutsche Bahn group
  • What are the key opportunities that this technology presents looking into the future?
  • Making sure that all customer facing solutions are directly beneficial to customers and DB
Nov 1514:35
Conference pass

An insight on how digital innovation is changing our approach to mobility

Rail Fest Stream B
  • Hear about Trenitalia’s new approach to mobility in the digital era
  • What are the key areas of innovation that Trenitalia are identifying as critical to future success
  • Discussing some key projects which are bringing true innovation to Trenitalia
Nov 1514:50
Conference pass

Implementing distribution standards in rail

Rail Fest Stream A
  • Understanding what distribution standards and agreements are available in Europe
  • What are the key benefits to TOCs in taking up these standards?
  • Putting the customer first: passing on the benefits to the international rail traveller
Nov 1514:50
Conference pass

How the low cost airline optimises e-commerce across its digital channels

Rail Fest IT
  • Engaging with your customers to understand how to create user-friendly and effective e-commerce channels
  • Optimising merchandising to substantially increase ancillary sales
  • Working to ensure your e-commerce channels are constantly creating the best results possible
Vanja Mlaco, Conversion Specialist, Transavia Airlines
last published: 10/Nov/17 16:15 GMT

 

 

Past Attendees Indlude

past attendees