Some of my favourite conversations are those that bring in the perspective of someone from outside our sector and today’s is a great example.

Adam Scott designs experiences for multiple sectors globally. How are we doing in transport? Where are we on his mental ranking? What do we need to learn? What are we already good at?

Spoiler alert - he doesn't feel we're at the absolute top of the league table for experience design, but the great thing is that gives us an awful lot of potential to improve!

Interchats are a series of short conversations recorded on the conference floor at Interchange 26 in Manchester.

John Sills is an expert in Customer Experience. He’s written a book and runs The Foundation, a leading Customer Experience consultancy.

He’s worked in transport just enough to understand our world, but not enough not to be able to look in as an outsider.

Today’s episode is all about what an organisation needs to do to deliver an outstanding customer experience.

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 from 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!