2020 Programme

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A trip from commodity improvement to emotionally engaged experiences

10 Nov 2020
Keynote Theatre 1

Mobility is perceived as a commodity in a daily basis, essentially forgettable, whereas it could also be highly emotional. Who has never been late because of a transport incident? or moved by the arrival or departure of someone in a train station?

In this presentation we will have an operational vision of how we are trying to continuously improve our CX to ensure a trustful commodity and an emotionally engaged service.

David Ruiz, Director of Customer Experience and Design - e.Voyageurs SNCF