Thursday 16 July 2020

Customer Experience Management Platform meeting held on 29 June 2020

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The CEMP working group members met remotely for their third meeting on 29 June 2020 with the presence of SBB, MAV-START, OEBB, EUSKOTREN, CFL, SNCB and UIC.

CEMP is a 24-month UIC project with the aim to create a platform for networking, workshops and best practice and expertise exchange regarding Customer Experience and further develop tools for CX assessment and management.

During the meeting, representatives addressed the first topic of the CEMP project Class differentiation, services onboard and catering” focusing on the following aspects:

  • General information about classes (number of classes, staff and customer service etc.)
  • Service differentiation (catering, dedicated assistance, lounges etc.)
  • Cabin layout and amenities (level of comfort, spacing, WC, power outlets etc.)
  • Business and economic aspects

The next meeting will take place on September 2020 and will tackle the topic of digitalisation and digital challenges in relation with CX.

For further information please contact Amin Saadaoui, Advisor for the UIC Passenger Department:

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