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!

I got together with Sir Michael Holden (former Chief Executive of Directly Operated Railways, the Government’s own train company) to discuss this landmark first budget by a Labour chancellor for 14 years.

With experience of running two types of franchise, a region of Network Rail and HS1, my guest Dyan Crowther is the ideal person to talk to about the post-Williams future.

Now we finally know what the Williams Shapps Plan says, I get together with Sir MIchael Holden to discuss it