Harnessing Innovative Technologies and Data Sets to Optimise the Customer Experience at TfNSW

Harnessing Innovative Technologies and Data Sets to Optimise the Customer Experience at TfNSW

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

Technology is the main enabler in the customer revolution to develop faster, safer and more comfortable services, where data-driven insights can provide customers with the services they’ve come to expect from the likes of Netflix, Uber and Airbnb.

In a bid to provide superior customer experiences Transport for New South Wales (TfNSW) is harnessing the latest in cutting edge technology to transform the experiences of its users across all transport options including bus, train, ferry, light rail and metro rail. Ticketing has been completely revolutionised over the last few years with contactless payments, while the use of data, chatbots and AI is being harnessed to predict outcomes and ridership, while optimising operational excellence.

Kurt Brissett Director Ticketing Solutions Development, Digital Products Delivery, Customer Strategy and Technology at TfNSW explores this transformation in more detail. 


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