01 - 02 October, 2019 | Bayview Eden, Melbourne, VIC
Natalie Roach, Executive General Manager, Customer Service and Innovation at Queensland Rail

Natalie Roach


Executive General Manager, Customer Service and Innovation
Queensland Rail

Check out the incredible speaker line-up to see who will be joining Natalie.

Download The Latest Agenda

Conference Day Two: Wednesday, 02 October 2019

Wednesday, October 2nd, 2019


11:50 AM From moving trains to moving people: Queensland Rail’s Customer Experience Journey

In this case study, Queensland Rail’s Executive General Manager, Natalie Roach will discuss the business’ transformation focusing on delivering high quality, reliable and customer centric rail services to all customers.
  • Appointment of customer experience team to drive customer centricity and represent the voice of the customer
  • Building customer confidence from the restoration of services by delivering safe, reliable and on-time rail services
  • Implementing a customer strategy to become a customer focused, modern, world class railway service