Facing the Future: Major changes affecting market

The customers are taking charge of our business:Are we ready?

Users are receiving their information in more and more diverse ways- many of them no longer under the direct control of the operators and transport authorities. They are also talking to one another about their experiences and views and looking for new kinds of dialogue with the service providers.

Users are receiving their information in more and more diverse ways- many of them no longer under the direct control of the operators and transport authorities. They are also talking to one another about their experiences and views and looking for new kinds of dialogue with the service providers.

Business failures

Business failures

The embracing of social media by the public transport industry over the last year or so has been a major advance in using the technology revolution to improve customer information and engagement. It has also helped to position the sector as more forward-thinking and modern. However, the industry should be aware that launching on social media is not the end of the journey; it’s just a step in the continuing revolution in customer engagement. This revolution is significantly disrupting many...