Keith White

Stars are born in dark places, and the same can be said for the transformation journey Keith and his team embarked on during an industry melt-down where they found there was a tremendous lack of focus on the customer. In an effort to push the needle and reimagine the way train operating companies treated their customers, Keith developed a long-term plan with a priority to put the customer at the heart of their business.  

In this session, Keith will uncover the practical ways in which his team built customer profiles from their 90 million passenger journeys to help their 7,000 colleagues better understand them, and to develop a tailored service through automation and multiple contact channels. As a result, Northern Rail saw a reduction in transactional calls to the call centre, have won awards for their service offering and are looking to pioneer the future of technology such as VR as part of their customer service department.