It really is about the customer journey. How the UK’s favourite value-for-money transport provider is using digital technologies to keep customers onboard
Vinay Parmar, UK Customer & Digital Experience Director, National Express
Every year more than xxx million journeys are made on National Express bus, coach and rail services across the UK. In the last three years this value-for-money transport provider has seen customer satisfaction scores soar alongside revenues. Vinay says that’s largely due to a combination of technology innovation and service-focused culture change, aimed at giving customers a great ride at every stage of their journey – even before they get onboard. Outlining an ambitious digital transformation programme – which has included the introduction of a new app, booking engine, self-service portal, customer management system and an airline-style onboard entertainment system – he’ll show how National Express has made ‘value travel’ into a ‘valued experience’ that has customers coming back for more.
Vinay leads a talented team at National Express, tasked with positively transforming customer perception of coach and bus travel. Through digital transformation and a focus on service, they’ve delivered significant increases in customer satisfaction, NPS and Trust Pilot ratings. Before joining National Express in 2015, Vinay spent over 20 years working with leading brands in the financial services, telecom, automotive and travel sectors inspiring fresh thinking and leading transformation.