SilverRail’s David Pitt says the industry needs to ask itself what the ideal customer experience looks like and then ask itself how close it is to fulfilling that remit. He says there can’t be many industries “where a customer rings your call centre but you have no idea who they are, what their preferences are, how often they travel with you”. He points out that tech giants such as Google and Amazon are some of the best in the world at knowing and understanding their customers.
We've read it in: Railway Gazette International, January 2017, p48
