Last month, I hosted a special webinar for Transport Focus on Customer Experience in GBR.

Specifically, what will it look like if GBR is a customer experience disaster - and how do we stop that happening?

The specific goal was to avoid that happening by having the difficult conversations we need to have now, so we don’t need to have them then.

As I was hosting it, I thought my Freewheeling Podcast listeners would love it, so here it is.

I start with an interview with Linda Moir, who led customer experience at both Virgin Atlantic and London 2012.

Then we have a really crunchy panel discussion with Vernon Everitt (now Commissioner of Transport for Greater Manchester) about his time at TfL, Nick Haller (who looks after Customer Experience for Europe’s best railway, Swiss Federal Railways SBB), Marie Daly (who’s already leading an integrated public sector railway at Transport for Wales), Jacqueline Starr (the rail industry’s longtime customer champion at Rail Delivery Group) and Natasha Grice (director of Transport Focus).

It’s a really insightful conversation, which I wholeheartedly recommend!