Working in partnership with the team at Great Western Railway (GWR) since 2013, we’ve set the agenda for digital change and delivered a programme of initiatives to re-invent the customer experience, driving a significant increase in revenue from all digital channels.
When we first started working with GWR, the online customer experience was fragmented, and legacy infrastructure was limited in its scope for growth and connectivity. Customers were frustrated – they struggled to get information about disruptions and found it difficult to book tickets online. The business was losing out on digital revenue as a result.
To help GWR become a truly digital-first organisation, it was vital to help foster an internal culture where data and customer insight would have a direct impact on the way business decisions were made.