2-3 July, 2019
London, UK
Delivering Accurate, Consistent & Real-Time Passenger Communication

AboutSpeaker Faculty

Speakers

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Andrew Dickinson
Head of Train Service Delivery
South Western Railway

Day One

Thursday 13th December 2018

1:40 pm | Outlining Best Practices for Control Room Management During Disruption: Resources, Processes & Prioritisation of Tasks

Steve Gooder
Digital Technology Director
Virgin Trains

Day One

Thursday 13th December 2018

11:30 am | Case Study: How to Tell Customers that Their Train is Cancelled: The Hidden Complexities of Customer Communications, Real-Time Data Quality, Cross-Reference & Predictive Algorithms

Aaron White
Smart Ticketing Programme Lead
Rail Delivery Group

Day Two

Thursday 13th December 2018

1:40 pm | Connecting with Each Demographic Through Their Preferred Touch Points & Tracking Individual Customers to Provide Personalised Information

Andrew Scott
Head of Passengers, Engagement and Delivery Team, Williams Rail Review
Department of Transport

Day One

Thursday 13th December 2018

8:35 am | Improving & Understanding the Customer Perception of the Railways: Information During Disruption & Rail Customers’ Needs & Priorities

Bernardo Tonini
Commercial Director
Trenitalia

Day One

Thursday 13th December 2018

4:10 pm | Providing Multi-Modal, End-To-End Information to Customers to Create a Seamless & Low-Stress Experience of Using the Railway as Part of a Larger Journey

Dan Taylor
Senior Policy Advisor
Transport Focus

Day Two

Thursday 13th December 2018

12:00 pm | Avoiding the Jargon: Improving the Control Room’s Processing of Technical Insights into Broadcasts That Are Appropriate for Customers

David Whitley
Head of Customer Experience Strategy and Innovation
West Midland Trains

Day One

Thursday 13th December 2018

2:20 pm | Panel: Best Practices in Customer Information During Disruption

Dr John Easton
Lecturer
University of Birmingham

Day Two

Thursday 13th December 2018

10:00 am | Exploring the Role of Open Data & Standards to Improve the Flow & Consistency of Information on Journeys Involving Multiple TOCs

Guy Dangerfield
Director of Strategy
Transport Focus

Day One

Thursday 13th December 2018

8:35 am | Improving & Understanding the Customer Perception of the Railways: Information During Disruption & Rail Customers’ Needs & Priorities

Hinatea Fonteneau
Head of Customer Experience
KeolisAmey Docklands

Day One

Thursday 13th December 2018

3:30 pm | Creating a Customer-First Culture Across Your Company & Training Staff to Communicate with Customers with Appropriate Language & Tone

4:50 pm | Chair’s Closing Remarks

8:30 am | Chair’s Opening Remarks

Day Two

Thursday 13th December 2018

3:30 pm | Chair's Closing Remarks

9:00 am | Chair’s Opening Remarks

James Aslaksen
Head of project “Data Exchange” in the Passenger Information Division
Deutsche Bahn

Day One

Thursday 13th December 2018

10:00 am | Panel: Working Together to Provide Consistent & Real-Time Information Delivery to Customers

James Noon
Senior Digital Technologist
Virgin Trains

Day One

Thursday 13th December 2018

11:30 am | Case Study: How to Tell Customers that Their Train is Cancelled: The Hidden Complexities of Customer Communications, Real-Time Data Quality, Cross-Reference & Predictive Algorithms

Jonathan Raper
CEO
Transport API

Day Two

Thursday 13th December 2018

2:20 pm | Leveraging Data to Enable Apps & Online Platforms to Deliver Real- Time Information to Customers During Their Journey

Joseph Smith
Customer Information Manager
Transpennine Express

Nick Wilson
Information Strategy, Customer Directorate
Rail Delivery Group

Day Two

Thursday 13th December 2018

9:10 am | Leveraging Technology to Track Trains & Improve the Speed & Accuracy of Disruption Information to the Control Room

Marina Gray
Retail Development Executive
Rail Delivery Group

Day Two

Thursday 13th December 2018

11:20 am | Understanding the Role of 3rd Party Retailers & Information Providers & How to Manage Your Partnership with Them to Protect the Brand of Your TOC

Stewart Craig
Customer Information Delivery Manager
ScotRail Alliance

Day One

Thursday 13th December 2018

2:20 pm | Panel: Best Practices in Customer Information During Disruption

Will Fisher
CIO
Long Island Rail

Day Two

Thursday 13th December 2018

9:10 am | Leveraging Technology to Track Trains & Improve the Speed & Accuracy of Disruption Information to the Control Room