Nathalie Sassen

In the age of digital disruption, we need to offer a multichannel customer experience that meets the diversity of customer’s needs. To understand how this digital revolution impacts people and their new needs, the Keolis Group carried out a unique a worldwide mobility survey in 2018 in 37 cities. During this research, five Australian cities were surveyed and results were surprising: although 88% of the Australian respondents own a Smartphone, almost half do not feel comfortable using apps on the go. This survey also confirmed that mobility habits are increasingly fragmented, with more and more trips not linked to the traditional commute to work: only 55% of the Australian respondents are currently employed and 37% of those work on Sundays. Understanding those patterns helps us design mobility offers that are more adapted, attractive and encourage the use of public transport with multimodality and new mobilities playing an increasingly important role.