In partnership with Accenture, UITPANZ is excited to bring you our first digital masterclass as part of our CX series.
The Customer Experience Masterclass will bring together local and global perspectives from the UITP network so that members in Australia and New Zealand can learn about the top CX trends shaping the customer offer to retain and attract passengers back to public transport networks post-COVID-19.

The Masterclass will offer a total of six hours of live content across Tuesday 8 and Thursday 10 June, including a facilitated workshop component so that attendees can share challenges and opportunities to attract passengers to using public transport.

The following themes will be covered across the two sessions:

Tuesday 8 June 10am-1:00pm

  • Profiles of the post-COVID customer
  • Reshaping the value proposition of public transport
  • Customer strategy
  • Driving CX through data and tech

Thursday 10 June 10am-1:30pm

  • Loyalty and trust – Restoring confidence through marketing and customer communications
  • Attracting customers back – international perspectives
  • Facilitated workshop for all attendees – challenges and opportunities to attract passengers post-COVID

CX Masterclass Pricing:
UITP Members $395 +GST
Non Members $495 +GST
Group (Member Only - must buy 5 or more tickets) $325 +GST


  • Your ticket cannot be transferred to another person

  • Ticket price includes all sessions

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Program

Hear from thought leaders on how the customer value proposition needs to be adapted post-pandemic, with case studies on CX initiatives from Australia and Europe.

Time Presentation
10:00am Welcome & Overview
Michelle Batsas
Executive Director, UITPANZ
10:05am Sponsor Remarks
Russell Yell
Principal Director ANZ Mobility and Cities Lead, Accenture
10:10am Keynote: CX in Oslo: Preparing for Post-Pandemic Mobility Behaviour
Bernt Reitan Jenssen
Chief Executive Officer, Ruter AS

A European perspective on how a leading city plans to win back the hearts and minds of customers.
10:50am Keynote: Transforming the Future of Customer Offering
Tony Braxton-Smith
Chief Executive, Department for Infrastructure and Transport

This presentation will share how PT is improving the customer’s journey through new offers. Tony will also offer insights into how we can reshape the value proposition of public transport going forward.

This session will explore leading research which indicates the different customer profiles of the potential public transport customer, while exploring the implications of future customer needs and wants.

Time Presentation
11:25am Welcome back and poll results
Michelle Batsas
Executive Director, UITPANZ
11:35am Mindset to Mode Shift: The Future of Customers in Mobility
Bronwyn Van der Merwe
General Manager, Asia Pacific at Fjords, Accenture Interactive

This presentation will share leading research into mobility mindsets and behavioural trends to inspire you to design ‘mindshifts’ for your customers.
11:55am Polling
Michelle Batsas
Executive Director, UITPANZ

This session will explore the components being used to bring together a holistic, end-to-end customer experience with a focus on multiple touchpoints and personalisation.

Time Presentation
12:10pm Panel: All Aboard: Personalising the Passenger Experience
Susan Kelso
Chief Customer Officer, Victorian Department of Transport
Joost De Kock
Deputy Secretary Customer Technology and Strategy, Transport for New South Wales
Kevin Leith
Group Manager Marketing and Customer Engagement, Auckland Transport

This panel will explore all things customer. Hear about leading customer strategies and initiatives for enhancing the end-to-end journey, particularly in the post-COVID context.
12:55pm Wrap Up and Close
Michelle Batsas
Executive Director, UITPANZ

This session will focus on international experiences on regaining customer trust and confidence post-pandemic.

Time Presentation
10:00am Welcome
Michelle Batsas
Executive Director, UITPANZ
10:05am Campaigning to Get the Passenger Back: Global Perspectives
Rob Mayo
Director Human Experience Design, cOlab

This presentation will delve into the marketing and communications trends being seen across Asia and Europe to support a public transport revival.
10:30am Customer Trust is Key: Unlocking the Case in Vienna
Martin Kalab
Vice Head of Sales Marketing at Wiener Linien, Chair of UITP Marketing Committee

The public transport operator of Vienna has a long history of trust and brand recognition with citizens. Learn how Wiener Linien is engaging its customers in the post-pandemic world.
10:50am Polling
Michelle Batsas
Executive Director, UITPANZ

This session will explore what’s next for digital CX, but also reflect on the practical realities of using data and tech in improving the passenger experience.

Time Presentation
11:00am Panel: On the Bleeding Edge! Digital CX Transformation Using Data and Tech
Nathalie Sassen
Head of Customer Experience and Network Design, Keolis Downer
Hallie Liao
Head of International Development, Shenzhen Bus Group
Martin Bradshaw
General Manager - Passenger Transport Strategy & Technology, Department of Transport and Main Roads
11:40am Keynote: Expectations that Travel from First to Last Mile: What’s MaaS Really Mean in the New Normal?
Crissy Ditmore
Principal, The Spartan Edge

Crissy will explore what Mobility as a Service looks like post-COVID, and the implications for authorities and operators as they design better experiences and enable new travel patterns.
12:50pm Polling
Michelle Batsas
Executive Director, UITPANZ

The workshop will see small groups exchange ideas and learnings around two CX topics.

Time Presentation
12:15pm Introduction and Guidelines
Bronwyn Van der Merwe
General Manager, Asia Pacific at Fjords, Accenture Interactive
12:30pm Facilitated Workshop
Facilitated by Accenture

Best practice exchange around two problem statements
1:20pm Workshop Wrap Up
Bronwyn Van der Merwe
General Manager, Asia Pacific at Fjords, Accenture Interactive
1:25pm Close
Michelle Batsas
Executive Director, UITPANZ



If you have questions about the Forum, please contact Kassandra Koudelka, Senior Events Manager, UITPANZ on +61 (0) 406 793 808

Contact Helpdesk
Please contact Shannon on +61 (3) 9321 6624 or shannon.hogan@encore-anzpac.com