Customer Experience Management Platform (CEMP) Workshop

21 June 2021 - Online

  • How will travellers’ needs and expectations evolve in the near future?
  • How can railways adapt to these needs?
  • What innovations are needed?

The UIC Customer Experience working group is organising an online workshop where experts will share information about customer requirements, examples of success solutions already implemented and development of strategies for the near future.

The objective of this workshop is to better understand the current strategies and solutions that operators and industry are working on to improve the customer experience and to prepare for the new needs they might have in the near future.

At the end of the presentations there will be a breakout session with an exchange of ideas online on the evolution of the customer experience on rail.


Monday, 21 June from 09:00 -13:30 CET

Welcome remarks
Vanessa Perez Miranda, Senior Advisor, Passenger Department, UIC

Jörg Ostwald, CEMP Chairman, Product, Services and Events, SBB passenger transport, Swiss Railways
Marc Guigon, Passenger Director, Coordinator Latin-American Region, Coordinator UIC Covid-19 Taskforce, UIC

“How to measure the Customer Experience in stations and trains?”
Mark van Hagen, Principal Consultant Customer Experience, NS, The Netherlands

"Customer Experience of the future in Japan"
Miki Tamosada, Senior Manager, JR-East Paris Office, Japan

"Passenger travel behaviour in a future multimodal system - Insights from the Modus project"
Annika Paul, Coordinator of Modus Project, Economics and Transportation Lead Operations, Bauhaus Luftfahrt e. V., Germany

Confort Break

"Love or break-up?" - Uncovering passengers experiences with their railway service
Luce Drouet, Experience Researcher, PhD candidate, University of Luxembourg

"Customer Experience: Trenitalia approach for long-distance services"
Massimiliano Astrologo, Head of information services in case of disruptions and customer service, Trenitalia S.p.A., Italy

"The KRONO+ service: new customer experience in regional rail transport in Normandy"
Luc Favre, Customer Experience Manager TER, SNCF (SNCF Voyageurs/TER), France

“Metro service definition from the marketing/client perspective”
Susana Palomino Bilbao, Head of Marketing & Communications, Metro Bilbao S.A., Spain

"Satisfying passenger experience: an asset or necessity for tomorrow’s mobility?"
Anne Bigand, Passenger Experience Director, Alstom, France

Confort Break

Breakout sessions: dynamic exchange of ideas on the evolution of the customer experience on rail on specific topics

Close Session: Conclusion
Jörg Ostwald, CEMP Chairman, Product, Services and Events, SBB passenger transport, Swiss Railways

* More details in the programme to be updated in the following days.


If you are interested in attending this workshop, please fill in the following form:

You will receive a confirmation e-mail containing an appointment file that you can save to your calendar.


Vanessa Perez

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Friday 7 May 2021