london underground Archives

London Underground – the case study for business transformation
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London Underground – the case study for business transformation

Customer Journeys, General, Travel

London Underground – the case study for business transformation

If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is happening. Two trade unions who represent some London Underground staff have sparked a 48 hour strike in response to their disagreement with London Underground management over planned ticket office closures and [...]

By Ian Golding|2015-04-13T13:23:42+01:00February 6th, 2014|Customer Journeys, General, Travel|3 Comments

‘Mind the Gap’ – Is the London Underground the greatest ever customer experience innovation?
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‘Mind the Gap’ – Is the London Underground the greatest ever customer experience innovation?

Customer Journeys, Customer retention and loyalty, CX Strategy, People

‘Mind the Gap’ – Is the London Underground the greatest ever customer experience innovation?

As is often the case at the end of a long hard day, I collapsed on to the sofa to watch a little bit of television last night. I noticed that there was a programme on BBC2 at 9pm about the history of the London Underground. The programme was absolutely fascinating, and made me think completely [...]

By Ian Golding|2015-04-13T13:31:41+01:00May 17th, 2013|Customer Journeys, Customer retention and loyalty, CX Strategy, People|8 Comments