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  • Wed, 14 Jul 2021, 17:00-18:00
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IRO Area

Event Details

Transforming the Customer Experience A webinar led by Tracy Barr, Head of Customer Experience, Northern

What’s Being Covered?

Rail operates in a very competitive market, with arguably the main alternative being the car. To stand out as the best choice of travel, a high level of customer experience is essential. This has never been more important than right now, when we re-build our industry from the impact of Covid.

Customer experience is personal. We all expect different levels of service and operators should strive to make every journey individual and personal. Above all it should be memorable in a positive way, enabling customers to become advocates of rail travel.

Northern is on a journey of transformation to deliver an exceptional experience. From new and refurbished fleets, improved operational performance through to investment in our digital capabilities, our people, and our stations, the second largest TOC in the UK is aiming high. Northern is building the foundations to become a truly customer centric organisation through recognising the importance of understanding all of our customers’ needs through action orientated data and insight. Adopting a service design led approach across our end-to-end target customer journey, removing the barriers and pain points and delivering moments of truth. Ensuring a network accessible for all, Northern is changing.

Tracy Barr is Head of Customer Experience at Northern and will share how Northern is planning and delivering a customer experience revolution.

This will be of particular relevance to those interested in the “Delivering Customer Services” element of the IRO Professional Operators Development (POD).

We look forward to welcoming you at this event, for which you are required to register in advance.

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CPD Topics Covered:

Added on the website on July 14, 2021