How will public transport operators transition from operators to experience providers post-COVID?

Even pre-COVID, an elevated customer experience was never a sweet spot for public transport agencies and operators. Regaining customers and their confidence post-pandemic will require the user experience to be redefined. The ‘one-size-fits-all’ approach no longer works. Public transport players will need to radically change their business and operating models to meet the changing mobility needs of riders.This keynote will highlight findings from Accenture’s recent research on megacity public transport users and what is required to redefine the end-to-end customer experience.