Roundtable: Meeting customer expectations
By Amandeep Sogi, Elizabeth Jordan - Global Railway Review, Holly Bruce, Keith White, Rebecca Bebbington, Tony Lee
30 April 2025
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As passenger expectations continue to evolve in today’s fast-paced, digital-first world, rail operators face increasing pressure to deliver seamless, personalised, and dependable journeys. But how can the industry adapt to keep up with these rising demands?
In this exclusive roundtable, part of Global Railway Review’s Spring/Summer Issue 2025, brings together a panel of leading customer experience experts to examine the tools, strategies, and innovations helping operators meet and exceed modern passenger expectations.
This feature explores:
- Enhancing digital experiences through real-time information and ticketing
- Designing inclusive and accessible infrastructure for all passengers
- Improving customer communication and contact centre engagement
- Embedding sustainability into the passenger journey
Meet the panel
Moderator:
Tony Lee, Transport Lead at Mulesoft (LinkedIn profile)
Participants:
Holly Bruce, Program Manager of Customer Contact Transformation at LNER (LinkedIn profile)
Rebecca Bebbington, Managing Director at First Customer Contact (LinkedIn profile)
Keith White, Head of Digital Experience at Northern Trains Limited
Amandeep Sogi, Head of Customer Experience at Trenitalia c2c (LinkedIn profile)
Read the full feature now and discover how industry leaders are rethinking customer experience to build loyalty and trust.
