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Katy TAYLOR

Commercial & Customer Director

, Go-Ahead

London, United Kingdom

Katy leads commercial development, customer experience, corporate affairs and strategy across Go-Ahead’s 12 bus and rail companies worldwide, working with brands including Southeastern, Thameslink, Brighton & Hove Buses and Go North East. She also leads the Future of Transport strategy at Go-Ahead, looking at Mobility as a Service, Demand Responsive Transport and active travel initiatives.rrPrior to Go-Ahead, Katy spent over 20 years leading customer focused transformation in financial services, media and leisure, including director level roles at Kroll, VTB Bank and IG Group.rrKaty is a keen runner and the owner of a small tortoise called Flash.

Sessions

Wed 23 Oct: Happy bus drivers, happy customers

Developing strategy and driving change across bus companies in the UK and globally (including Brighton & Hove buses, Go-Ahead Singapore)


Go-Ahead group plc is at the forefront of capturing fast-changing customer expectations in metropolitan areas and convert these into the bus business improvements . It has successfully introduced customer journey mapping approach across bus businesses, improved insight and customer segmentation to support business decision making and build customer experience objectives into the Board reporting and objectives of senior leadership teams. The role of happy bus drivers and the link to happy customers is at the heart to improve customer satisfaction developing and creating a seamless and positive customer journey. Various examples from Go-Aheads bus bunisess will be presented and discussed
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