In episode 35 of the CXD Podcast, Oliver King is joined by Will Gallagher, Chief Strategy and Development Officer at East West Railway Company, to discuss the evolving ecosystem of customer experience in rail networks, focusing on the economic impact of rail connectivity, the challenges faced by the industry, and the need for a shift in organisational mindset. They explore the importance of integrating rail with other modes of transport, designing stations that serve community needs, and ensuring affordable travel options to drive economic growth. In this conversation, Olly and Will explore the critical importance of accessibility and inclusivity in rail design, the diverse needs of passengers, and the significance of customer experience in the rail industry. They explore how East West Rail is approaching these challenges by designing with customers in mind, utilising data and insights, and encouraging collaboration across teams. 

Connect with Will Gallagher. 

Download your copy of our Customer Experience Checklist for Rail here. 

Chapters:

03:38: The Role of Rail in Economic Connectivity

06:10: Challenges Facing the Rail Industry

10:03: Integrating Rail with Other Modes of Transport

12.46: The Shift in Organisational Mindset for Rail Companies

13:31: Designing Stations for Community Impact

17:24: Affordable Rail Travel and Economic Growth

24:44: Designing for Accessibility and Inclusivity

29:14: The Importance of Customer Experience in Rail

35:55: Making a Case for Change

39:14: Establishing a Customer-Centric Governance

42:20: Envisioning a Frictionless Travel Experience