Innovation in rail, particularly to improve the customer experience, can be established from a real understanding of what motivates users. NTTX can help you innovate by collecting customer insight using new technology as well as more traditional methods.
Just some of the benefits of innovating through customer insight include;
- Understanding customer needs and their drivers
- Achieving long lasting customer loyalty
- Informing future innovations
- Being recognised as an organisation that listens and acts, reinforcing brand
- Gaining a competitive edge in bidding
NTTX has real expertise in gaining customer insight. Just recently, our consultants, working with Transport Systems Catapult, led a series of innovation workshops for customers and stakeholders, to support the development of the East Anglia franchise specification. Some great ideas emerged that will hopefully become features of the franchise. We can help you design and deliver focus groups that can inform innovation around customer experience.
Customer insight in the transport sector has lagged behind other sectors. However, this is changing. Research predicts that there will be 25 – 30 billion mobile devices connected to the Internet of Things by 2020. New forms of customer insight will be available through an increased range of open data, and interconnectivity of data. NTTX, working with our partners, is well placed to help you understand customer data, individually or aggregated to inform trends.
We remain committed to helping the transport industry share open data from current and future sources. Too often, the emphasis has been to look at solutions, and then consider how to mine and aggregate data to support these. We believe that the emphasis should be on collating and aggregating transport related data, and then passing that on to other experts, in order to analyse problems and build solutions.