The kick-off meeting of the UIC project Customer Experience Management Platform (CEMP) was held remotely on 3 April 2020 with the presence of SBB, MAV-START, OEBB, EUSKOTREN and UIC.
CEMP is a 24-month project with the following objectives:
- Create a platform for networking, workshops and best practice and expertise exchange regarding Customer Experience
- Develop standardised tools for Customer Experience assessment adapted to the rail sector
- Identify measures for customer retention and acquisition through Customer Experience improvement
- Establish strategies for Customer Experience Monitoring and Management
The project is managed by the UIC passenger department and led by SBB.
The meeting started with an overview presentation of the project and was followed by a presentation of the members and then by an open discussion about its scope and objectives. The next meeting was set to be held on Monday 4 May 2020.