NUX Manchester – How not to do CX – A Northern Rail case study

Hosted by IxDF Leeds

Jan 30th, 2017

6:30pm - 9:00pm (UTC +00:00)

Rentalcars.com, 35 Fountain Street, Manchester

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This is a free Local Group meet-up

Attendance is free.

You don’t have to be a member to attend.

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Meet-Up Details

How not to do CX – A Northern Rail case study

Frank Fenten

Learning from great customer experiences is easy, but what can we learn from the worst? What if the entire customer journey is deliberately awful? This is my experience of Northern Rail.

In this talk, I’ll deconstruct the customer journey, and look at basic and advanced optimisations based on tools and data already available to Northern. I’ll also look at why any company would optimise for failure and how we could alter that in an environment that we cannot change. What is the psychology of making it bad? What effect does that have on customers and how could we improve the experience even if we can’t change reality Finally, I’ll look at the things that they could do if they actually wanted to be smart.

Meet-Up Discussion

Carlos Bernardo Jr

Hi all! Please use this discussion thread to discuss NUX Manchester – How not to do CX – A Northern Rail case study held on Jan 30, 2017. Feel free to ask questions about the place, date and time, agenda of the meeting, or anything else.

7 years ago