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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