Embedding a Customer-Centric Mindset to Deliver Superior Passenger Experiences

In comparison to other service industries, the passenger experience is typically characterised by long queues, delays and a lack of information. Customers today however expect more from their transport operators and demand flexibility, real-time travel information and updates, omni-channel ticketing options and transparency from their transport operators.

Delivering such an experience however requires deeper understanding of customer insights, technology integration across various platforms and deeper cross collaboration between various stakeholders and the multiple facets of a metropolitan transport network operation. Crucially it also requires a customer-first mindset to effectively deploy.

Ahead of the Passenger Experience Summit 2019 we chat to Emilie van de Graaff, Director of Passenger and Network Innovation at Keolis Downer/Yarra Trams. In this article Emilie explores how passenger expectations are shifting in the digital age, and delves into the initiatives deployed by Yarra Trams in a bid to meet these expectations and deliver superior passenger experiences.