Metro Trains Melbourne: Innovating Rail Network Operations to Drive a Superior Customer Experience

Advancing technologies have redefined the expectations of passengers, with on demand apps allowing for transport to be at the touch of a fingertip; customers are now demanding more from traditional service models.

With 54% of passengers sharing their bad travel experiences online, it is becoming increasingly more pertinent for organisations to ensure they are implementing a customer centric mindset at all levels of the organisation.

However there is little understanding of how to make digital rail operations more customer focused with a view of not just increasing frequency of trains to reduce customers journey times, but instead of garnering a greater understanding of how the entire customer journey looks and what patrons really want.

Ahead of the Passenger Experience Summit 2019 we'd like to share an article about transportation at Metro Trains Melbourne. In this article Peter share Metro Trains’ new network strategy that is opening lines of communication between drivers, control centres and passengers, and optimising customer experience. Peter further delves into the culture and change management strategies making this possible.