How Auckland Transport is Co-Creating Transport Services with Customers to Drive Superior Passenger Experiences

How Auckland Transport is Co-Creating Transport Services with Customers to Drive Superior Passenger Experiences

Auckland's rapid population growth means that improving the city's public transport system is a priority for Auckland Counciland the New Zealand Government. While an engineering focus has played a huge part in this, the transport provider also recognises that there is work needing to be done in delivering customer needs more quickly.

Two years ago, as part of an overarching strategy to better understand customer needs, and create great customer experiences quickly; Auckland Transport (AT) Customer Central was established to apply a customer-centric lens to future investment priorities.

Ahead of the Passenger Experience Summit 2019 we caught up with Susan Parkes, Group Manager at AT’s Customer Central who will share their customer experience insights: - The biggest challenges impacting Auckland's transport network - The Strategies Auckland Transport is harnessing to rework network service delivery - The benefits of collaborating with passengers in service creation - Creating intermodal networks for seamless experiences


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