Chiltern Railway’s Voice of the Customer Project is Shortlisted for a Railway Innovation Award
As part of Euler’s drive to help our clients use data to cultivate better customer relationships, we’re delighted to announce that Chiltern Railways have been shortlisted for a Railway Innovation Award in the Small-Scale Project category, for their Voice of the Customer (VOC) analysis report, designed and implemented by the team at Euler.
The VOC report draws data from a variety of sources along the customer journey into robust descriptive data models. Using these models, the Chiltern team are able to extract actionable insights and simplify complex data into a range of digestible formats, resulting in the VOC analysis report.
As customer experience (CX) is a vast and sometimes unpredictable landscape, the VOC approach ensures that Chiltern is on the right track towards making the correct decisions, ultimately leading to a better overall customer experience. While the model doesn’t deliver the ultimate solution itself, it creates awareness of the root problem and equips the Chiltern team with the necessary insights to implement the solution.
This report has enabled Chiltern Railways to create compelling stories from their data, used for business-wide buy in through a strategy of ‘Educate, Communicate, & Enable’. The solution is designed to be dynamic and responsive – dealing quickly with ever changing customer needs and complex operating environment.
The Railway Innovation Awards are the longest-running awards event in the UK rail calendar and celebrate the best in innovative thinking across the UK rail industry. The awards will be presented on 23rd June 2023 at the Marriot Hotel, Grosvenor Square, London. Euler team members will be attending the awards presentation with the Chiltern team. We wish the team at Chiltern Railways the best of luck!
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