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Measuring CX maturity across the rail industry

Journey4 is delighted to announce it has been commissioned by Great British Railways, (GBRTT) to develop a Customer Experience Maturity Model, (CXMM) pilot for the rail industry.

The CXMM model is intended to assess the organisational capability required to deliver good customer outcomes. We will be working with GBRTT, Train Operating Companies, (TOC’s) and Network Rail, (NR) to develop a model that can be piloted across a number of TOC’s and NR routes next year.

Charley Wallace, GBRTT Programme Director, Customer, said; “The CXMM pilot is an important step in our push to increase the focus on delivering great customer outcomes across the industry, particularly as it will help to assess the root causes of some of the organisational constraints to being more customer focused. Journey4 have been providing subject-matter expertise in the customer area to GBRTT for over a year and I am delighted they will be helping us to develop and implement this pilot.

Journey4 Director, Jonathan Booth, commented: ‘We have been providing support to the Great British Railways Transition Team, (GBRTT) for the last year to help the Customer Team set a consistent direction for, and provide leadership to coordinate and embed, customer-led thinking. The development of the CXMM model is another important step in improving customer capability in the industry and something we are proud to support.”