Customer Centric

Digital Transformation impacting Customer Journey by Sandeep Raut

Digital Transformation is omnipresent. It has already been changing our behaviour as human beings.

More than ever, Customer expectations matter.  Don't like that app that you just downloaded?  You can give it a bad review.  No response from the developers means lost customers, or worse, going out of business. Such a bad customer experience posted on Twitter, Facebook and various other social media channels can be very detrimental to your brand.

How TfL Implemented Continuous Improvement

Delivering a customer-centric operating model and building a culture of continuous improvement are key aims in today’s fast-evolving business world. Are your team ready to compete? PEX Europe investigates!

The PEX Europe editorial team spoke to TFL’s Head of Business Change, Project Management to find out how he has led his team to a culture of continuous improvement to effectively serve 31 million passenger journeys per day.