Tuesday 12 May 2020

Customer Experience Management Platform meeting held on 4 May 2020

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The CEMP working group members met remotely for their second meeting on 4 May 2020 with the presence of SBB, MAV-START, OEBB, EUSKOTREN, CFL and UIC.

CEMP is a 24-month UIC project with the aim to create a platform for networking, workshops and best practice and expertise exchange regarding Customer Experience and further develop tools for CX assessment and management.

During the meeting, representatives discussed rail passenger experience priorities in the short and medium-term. Below are some topics discussed and to be tackled regarding the rail customer experience:

  • CX in commuter and regional trains
  • Rolling stock, on-board layout and amenities
  • Customer feedback
  • CX in stations and platforms
  • Passenger information

The next meeting will take place on 29 June 29 2020, where a detailed workplan will be presented and discussed by members.

For further information please contact Amin Saadaoui, Advisor for the UIC Passenger Department:

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