Journey4 are delighted to have been asked to continue supporting the work of the GBRTT Customer Team.
In addition to providing expert advice to the Customer Insight, Customer Strategy and CX Design workstreams we are helping to manage the development of a new customer survey for the rail industry, working with DfT, Rail Delivery Group, Network Rail, Transport Focus and train operators.
We have completed our work to mobilise a Customer Experience Maturity Model pilot for the industry and are delighted to see this pilot is now being implemented. The following case study describes how this pilot was mobilised: Developing a CXMM Pilot for the Rail Industry – Journey4
Journey4 Director, Jonathan Booth, commented “It’s great to continue our association with GBRTT and to see how the Customer Team has grown from a concept we developed two years ago into a key part of the GBRTT project. The changes in customer behaviour post Covid mean that adopting a genuinely customer-driven approach is more important than ever and we are committed to supporting GBRTT to build the customer capabilities to keep customer-led thinking at the heart of rail reform.”