Chiltern Railways had vast amounts of CX data, but suffered from information paralysis. The train operator needed to analyse, validate and prioritise data to develop actionable insights and drive better operational efficiency in improving customer experience....
Chiltern Railways: Amplifying the voice of the customer – turning intuition into data driven decision making
Chiltern Railways, a British train operating company, better managed its wealth of customer experience data by launching a series of analysis platforms to divide its improvement initiatives into two levels: business and operational.
