Article6 min read
Customer Experience and Safety
Should Transport Authorities trust AI to talk to passengers?
AI can help passengers find information, but an Authority remains responsible when an answer is wrong.
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Article5 min read
Customer Experience and Safety
What can Japan’s railway tradition teach us about customer service?
Good passenger service depends less on a new channel than on whether the people answering it can see, own and resolve the same problem.
Article6 min read
Customer Experience and SafetyAccessibility and Inclusion
Who are digital bus services designed for?
Digital bus services need to work for the passengers who depend on them, including those who cannot or do not want to rely on a smartphone.
Article5 min read
Customer Experience and Safety
Is your customer contact centre budget solving the problem or hiding it?
When an Authority assumes responsibility for customer contact, a call centre can look like the obvious answer. It is worth testing the demand before that assumption becomes a fixed cost.
Article4 min read
Customer Experience and Safety
Is your call centre solving problems or just recording them?
Contact-centre demand can expose weak passenger information, a failed journey or a task that genuinely needs a person. An Authority must tell the difference before trying to reduce calls.
Article6 min read
Customer Experience and Safety
Are we benchmarking bus digital experience against the wrong thing?
Being ahead of a neighbouring Authority is context, not evidence. The useful unit of comparison is the passenger task.
Article6 min read
Customer Experience and Safety
What does a good lost property service look like?
Passengers need a single place to report a lost item and a credible way to reach the person who can find it.