The Innovation Workshops organised by the UIC Passenger Services Group cover technology trends and their impact on the rail industry. Each workshop combines pitches by industry experts, interactive sessions, and co-creation activities, all of which are enabled by digital collaboration tools.
The next workshop is titled “Rethinking rail customer service” and will be held on 30 June 2025 from 9:00 to 15:30 at UIC in Paris. The event will be held in a hybrid format, allowing participants to attend either in-person or online.
Enhancing the customer experience is essential to making rail travel more appealing and accessible. Today’s passengers expect to manage changes to their travel plans effortlessly, with a clear understanding of the conditions for exchanges and refunds. Poor communication regarding service changes, delays, or disruptions can leave passengers feeling uninformed and neglected. Additionally, peak demand for assistance can overwhelm customer service teams, leading to longer waiting times and reduced support quality.
In our workshop, we will explore the evolving landscape of customer expectations and how these differ across various segments. Attendees will gain valuable insights into innovative solutions that facilitate personalised, relevant, real-time, automated, and efficient interactions with rail customers.
Workshop aims:
- Understand the key innovations transforming customer service
- Discover how organisations are leveraging chatbots and AI-driven support to enhance customer service
- Gain insights into how international solutions and standards enable collaboration within the ecosystem to better assist passengers
- Discuss opportunities and challenges with technology experts and industry peers
- Attend breakout sessions, conducted in a digital collaboration workspace
- Collaborate with colleagues to generate impactful ideas for improving the passenger rail experience
Registration for the workshop is now open. To register, please visit this link.
Read the Innovation Workshop Flyer:
Watch the introductory video here
