When Paul Thrustle joined the rail industry in 2002 as head of projects and IT at London-Edinburgh-Aberdeen inter-city train operator GNER, one of his first thoughts was “what have I done”.
The route of the “flying Scotsman” was known in the rail industry as a flagship for customer service. Yet Thrustle, who had spent 17 years developing customer service and mobile technology in several other industries including the water and legal sectors, was incredulous that on a...
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