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CX Files

Dec 7, 2023

In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern Railway in the UK. Southeastern is the public-facing name of SE Trains Ltd - a train operating company that serves the south east area of England.
Southeastern serves the main London stations of Charing CrossWaterloo EastCannon StreetLondon BridgeSt PancrasVictoria and Blackfriars. The network has route mileage of 540 miles (870 km), with 180 stations.
Christine and Yvonne explore the complexities of managing customer expectations on a major rail network and how to manage daily complaints and refund demands alongside building a CX strategy for the future.
They also explore the importance of finding the right CX partner. They are happy to talk about their relationship with Teleperformance, a contract that has been extended. It's interesting to note how they see Teleperformance as a CX expert that can guide the rail company, rather just just a supplier of customer service solutions. This collaboration recently won an award (best cross functional collaboration) at the ECCCSAs 2023.
In the interview, Yvonne answers the first question - Christine joins from the second question.