New technologies, political initiatives and emerging competition are all key factors in transforming Europe's high speed rail operations into customer-focused businesses. Accenture's European Passenger Rail Survey suggests that travellers expect customised offers and increasingly competitive customer service.
Head of Rail and Transportation Eric Schaeffer suggests that rail operators have 5 key areas to improve, in order to meet consumer expectations:
- One-stop booking platform
- Pricing transparency and ticket refunds
- Real-time multichannel information
- On-board comfort
- Reward and loyalty schemes
Accenture will be returning to this year's Rail Revenue & Customer Management Congress to meet with the 150 participants from Europe's railway commercial teams who attend. We'd love to have you join them!