In episode 35 of the CXD Podcast, Oliver King is joined by Will Gallagher, Chief Strategy and Development Officer at East West Railway Company, to discuss the evolving ecosystem of customer experience in rail networks, focusing on the economic impact of rail connectivity, the challenges faced by the industry, and the need for a shift in organisational mindset. They explore the importance of integrating rail with other modes of transport, designing stations that serve community needs, and ensuring affordable travel options to drive economic growth. In this conversation, Olly and Will explore the critical importance of accessibility and inclusivity in rail design, the diverse needs of passengers, and the significance of customer experience in the rail industry. They explore how East West Rail is approaching these challenges by designing with customers in mind, utilising data and insights, and encouraging collaboration across teams.
Connect with Will Gallagher.
Download your copy of our Customer Experience Checklist for Rail here.
Chapters:
03:38: The Role of Rail in Economic Connectivity
06:10: Challenges Facing the Rail Industry
10:03: Integrating Rail with Other Modes of Transport
12.46: The Shift in Organisational Mindset for Rail Companies
13:31: Designing Stations for Community Impact
17:24: Affordable Rail Travel and Economic Growth
24:44: Designing for Accessibility and Inclusivity
29:14: The Importance of Customer Experience in Rail
35:55: Making a Case for Change
39:14: Establishing a Customer-Centric Governance
42:20: Envisioning a Frictionless Travel Experience
