Round table debate: Who benefits the most from a seamless, connected digital journey?
Information
The digital journey opens possibilities of a continued, holistic engagement between
passenger and operator; helping to streamline onboard processes, create revenue
opportunities and improve an extended passenger experience from home to destination.
This debate which follows on from the earlier panel on safe and contactless experiences for passengers, will aim to unlock the opportunities for operators and find ways to bring passengers back and ease travel anxieties through an improved digital experience:
Questions to be discussed include:
Whether insights from parallel industries can be useful to create the best of all worlds? What can rail, aviation and retail learn from each other?
Can the greater use of data in real time be used effectively to anticipate the needs of passengers, delivering what they really want, when they want?
What are the wider benefits of harnessing data? Can it help to plan onboard service and maintenance requirements and reduce waste and energy, leading to a more sustainable business model?
Are there further benefits from extending the experience to include the first and last mile - from home to destination, to create a continuous and ongoing customer loyalty to rail?
The debate will be chaired by Kirsty Dias, Managing Director of PriestmanGoode who will be
joined by Michael Raasch, Chief Customer Officer for Travel and Retail at AOE. Also joining from PriestmanGoode are Paul Priestman, Chairman and Designer; Daniel MacInnes, Design Director; Phil Bailey, Senior Project Manager and Paul Dunkerley, Senior CX Designer. The debate will be interactive with opportunities for the audience to add to the discussion and participate in a Q&A.
