Dial up your listening platform - Lessons from East Midlands Railway
When the pandemic hit, the rail industry was turned upside down.
East Midlands Railway knew it needed to act. To get back on track, it had to overhaul its customer experience. So the train company expanded its customer listening programme.
Continually checking in with passengers is enabling East Midlands Railway to elevate its customer experiences. And addressing passenger concerns is helping the train company restore confidence in public transport.
To find out more, watch our now on-demand webinar with Emma Davis, CX strategy manager at East Midlands Railway.
How to dial up your listening programme
How to use feedback to shape your customer experience strategy
How East Midland Railway continues to adapt to the challenges of the pandemic
Customer Experience Strategy Manager, East Midlands Railway
Emma Davis has worked in the rail industry at East Midlands Railway for five years as Customer Experience Strategy Manager. Her role is all about listening to customers and collecting data on what they think about the service. She analyses the information and designs and delivers strategies to improve what matters most to customers. Before working in rail, Emma spent 15 years in theatres, in the areas of Marketing and Audience Development. She has a passion for promoting the use of sustainable transport, which is what led her to East Midlands Railway in the first place.
Customer Experience Solution Strategy, Qualtrics
Lauren has almost 10 years of experience in guest experience programs and customer insights and segmentation. Lauren has worked with some of Qualtrics’ largest customers in financial services, hospitality, and retail, including Goldman Sachs, Hilton Hotels, and the National Basketball Association and now leads Qualtrics’ CustomerXM for Locations product. Prior to Qualtrics, Lauren ran The Leading Hotels of the World’s Voice of the Customer program, focused on the customer experience for guests and hoteliers.