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Reimagining Passenger Rail: Taking the Digital Route to Customer Engagement

Over the last decade, the transport industry has matured – radically and inorganically but rail transport has been lagging behind in terms of customer-centricity and customer experience innovation. Learn TCS’ methodical approach to crafting modern rail customer engagements and critical capabilities that is necessary to drive connected travel experiences in the future.

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Reimagining Passenger Rail: Taking the Digital Route to Customer Engagement

  1. 1. 1 Reimagining Passenger Rail: Taking the Digital Route to Customer Engagement TCS Oracle CX Practice
  2. 2. It’s time to change tracks. The Rail Journey So Far Railway companies have been slow to adapt to change. While airlines have transformed customer experience (CX), railways continue to follow decades-old practices.
  3. 3. CX for the Connected, Informed Traveller Customers expect: Comfort Convenience Personalization They are quick to share feedback on unmet expectations. Prompt service How do you serve—and delight— the digital passenger?
  4. 4. All Aboard, Yet Running Late Customers treated as passengers Lack of relationship building and personalization No real-time travel conversations on social media or live chat portals Absence of proactive service
  5. 5. Switch Tracks to Accelerate Performance Focus on digital enablement Develop and understand customer personas Identify moments of truth that offer room for improvement Visualize the experience journey—inspire travelers to book their next trip
  6. 6. Modernize the Rail Journey Use targeted, engaging content and campaigns to inspire and engage customers Retain unhappy customers with proactive service recovery Recognize and engage customers at stations using beacons Improve mind share with gamification Offer mobile tickets and a retail- like travel shopping experience
  7. 7. Gear up Performance Predict customer purchase patterns with Big Data analytics Look to the future — leverage new technologies like virtual reality, IoT, robotics to elevate experience Optimize costs with automation, such as knowledge portals and virtual agents
  8. 8. Achieve Express Speed with TCS Modernize engagement across the customer lifecycle Research and Plan Purchase Reservation At the Station On the Train Post Journey Railway Customer Lifecycle
  9. 9. The Change Has Begun Netherlands Railways uses sensors at stations to capture and analyze data on customer behavior, to help streamline commuter traffic. Virgin Trains offers entertainment services on-board. Customers can watch films and TV shows, read magazines, or play games on their mobile devices.
  10. 10. 10 Copyright © 2016 Tata Consultancy Services Limited Reimagining Passenger Rail: Taking the Digital Route to Customer Engagement Follow us on Twitter Follow us on SlideShare Download TCS CX offerings brochure

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