Tuesday 15 June 2021

REMINDER -Customer Experience Management Platform (CEMP) workshop to be held on 21 June

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UIC is pleased to invite you to a webinar on the Customer Experience Management Platform (CEMP) to be held on 21 June (09.00-13.30 CET).

The purpose of the workshop is to provide a better understanding of the current strategies and solutions that operators and industry are working on to improve the customer experience and to prepare for any new needs they may have in the near future.

During the four-hour workshop, experts will share information on customer requirements, examples of successful solutions already implemented and development of strategies for the near future.

The final part of the workshop will consist of breakout sessions to exchange ideas on the evolution of the customer experience of rail from various perspectives.


Vanessa Perez Miranda, Senior Advisor, UIC Passenger Department

Opening remarks
Jörg Ostwald, CEMP Chairman, Product, Services and Events, SBB Passenger Transport

Marc Guigon, UIC Passenger Director, Latin America Region Coordinator and UIC Covid-19 Taskforce Coordinator

“How can the customer experience be measured in stations and on trains?”
Mark van Hagen, Principal Customer Experience Consultant, NS

“Customer experience of the future in Japan”
Miki Tamosada, Senior Manager, JR-East Paris Office

“Passenger travel behaviour in a future multimodal system – insights from the Modus project”
Annika Paul, Modus Project Coordinator, Economics and Transportation Lead Operations, Bauhaus Luftfahrt e. V.

Comfort break

“Love or break-up? – uncovering passengers’ experiences with their railway services”
Luce Drouet, Experience Researcher and PhD Candidate, University of Luxembourg

“Customer experience: the Trenitalia approach for long-distance services”

Massimiliano Astrologo, Head of Customer and Information Services in the event of Disruption, Trenitalia S.p.A.

“The KRONO+ service: new customer experience in regional rail transport in Normandy”
Luc Favre, TER Customer Experience Manager, SNCF (SNCF Voyageurs/TER)

“Metro service definition from a marketing/client perspective”
Susana Palomino Bilbao, Head of Marketing & Communications, Metro Bilbao S.A.

“Satisfying passenger experience: an asset or necessity for tomorrow’s mobility?”
Anne Bigand, Passenger Experience Director, Alstom

Comfort break

Breakout sessions: dynamic exchange of ideas on the evolution of the customer experience in rail

Closing session: conclusions
Jörg Ostwald, CEMP Chairman, Product, Services and Events, SBB Passenger Transport


For further information on the Customer Experience Management Platform, please contact Vanessa Perez, Senior Passenger Advisor:


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