The engagement provided customer experience consultancy for a UK rail franchise development partnership. It focused on CX strategy, customer journey mapping, and delivery of programme outputs.
Background
The engagement supported delivery of Product 49 reviews across Phases 2, 3, and 4 for a UK rail franchise development partnership, including workstreams covering Personalisation Strategy, CX Strategy and Plan, and Customer Journey Mapping.
The Challenge
The engagement needed to deliver CX strategy and associated Product 49 deliverables, including adapting scope and plans following the HS2 reset. It required leading multiple workstreams, including personalisation strategy, CX strategy development, and customer journey mapping, while ensuring delivery of phase reviews and programme outputs. The role also involved maintaining regular reporting, participating in weekly meetings, and providing structured progress updates on achievements, forward plans, and outstanding activities.
Our Approach
B2E led delivery of CX strategy and Product 49 programme outputs across multiple phases, delivering workstreams including personalisation strategy, CX strategy and planning, and customer journey mapping. The team delivered phase reviews, including a Phase 3 review, and supported development of scope and plans following the HS2 reset, providing ongoing reporting, participating in weekly project meetings, and delivering structured progress updates to stakeholders.
Results
The engagement delivered CX strategy and Product 49 outputs, supporting programme delivery across multiple phases. It enabled structured customer experience planning, journey mapping, and stakeholder visibility through regular reporting and programme coordination.
Facing a similar challenge?
Discuss a similar challenge