Over the last decade, the transport industry has matured – radically and inorganically but rail transport has been lagging behind in terms of customer-centricity and customer experience innovation. Learn TCS’ methodical approach to crafting modern rail customer engagements and critical capabilities that is necessary to drive connected travel experiences in the future.

1. 1
Reimagining Passenger Rail: Taking the Digital
Route to Customer Engagement
TCS Oracle CX Practice

2. It’s time to change tracks.
The Rail Journey So Far
Railway companies have been
slow to adapt to change. While
airlines have transformed
customer experience (CX),
railways continue to follow
decades-old practices.

3. CX for the Connected,
Informed Traveller
Customers expect:
Comfort Convenience
Personalization
They are quick to share feedback on
unmet expectations.
Prompt service
How do you serve—and delight—
the digital passenger?

4. All Aboard, Yet
Running Late
Customers treated as
passengers
Lack of relationship building
and personalization
No real-time travel
conversations on social media
or live chat portals
Absence of proactive service

5. Switch Tracks to
Accelerate Performance
Focus on digital enablement
Develop and understand
customer personas
Identify moments of truth that
offer room for improvement
Visualize the experience
journey—inspire travelers
to book their next trip

6. Modernize the Rail
Journey
Use targeted, engaging
content and campaigns to
inspire and engage customers
Retain unhappy customers
with proactive service recovery
Recognize and engage
customers at stations using
beacons
Improve mind share with
gamification
Offer mobile tickets and a retail-
like travel shopping experience

7. Gear up Performance
Predict customer purchase patterns
with Big Data analytics
Look to the future — leverage new
technologies like virtual reality, IoT,
robotics to elevate experience
Optimize costs with automation, such
as knowledge portals and virtual agents

8. Achieve Express
Speed with TCS
Modernize engagement across the
customer lifecycle
Research and Plan
Purchase
Reservation
At the Station
On the Train
Post Journey
Railway
Customer
Lifecycle

9. The Change Has
Begun
Netherlands Railways uses sensors
at stations to capture and analyze
data on customer behavior, to help
streamline commuter traffic.
Virgin Trains offers entertainment
services on-board. Customers can
watch films and TV shows, read
magazines, or play games on their
mobile devices.

10. 10
Copyright © 2016 Tata Consultancy Services Limited
Reimagining Passenger Rail: Taking the
Digital Route to Customer Engagement
Follow us on Twitter
Follow us on SlideShare
Download TCS CX offerings brochure