Australian train service provider innovate their customer experienceCustomer Experience
A major Australian train service provider needed to extend their contract to operate a surburban train network for another 7 years. To avoid an open market tender process, they needed to show how they could innovate to provide excellent CX for the future of train travel in their area. They needed to do this without major capital investment (the government did not have the capital budget to replace the current rolling stock or upgrade lines and stations across the network).
Coriolis Innovation worked with Strativity Australia over a 3 month period. We used our Creative Problem Solving and Innovation Design toolkit to define what innovations to include in the bid.
In October 2016, the company won their contract extension, in part because they could show how customers could enjoy a much better experience traveling. Their investment to achieve a CX innovation advantage resulted in a contract extension for 7 years.