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
Cross, Waterloo
East, Cannon
Street, London
Bridge, St
Pancras, Victoria 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.