LNER intends to become an industry leader in digital experience to drive market share and revenue growth. LNER's digital department was established in 2019 to transform the experience of customers and employees across every touchpoint.
Having identified an ambitious and wide-ranging programme, LNER sought a partner that could help them on that journey and, importantly, challenge them to go further in embracing digital. Valtech brings a strong track record in discovery, user research and omnichannel digital transformation. LNER was also impressed by Valtech’s ability to engage and enable the wider organisation when undergoing digital transformation.
Valtech will be delivering a series of blueprints to illustrate the programmes. There will be initiatives across the four main strategic areas of LNER’s digital roadmap - retail, journey information, the onboard experience and its ‘station of the future’. LNER is committed to becoming a best-in-class operator, comparing itself not just to other rail operators, but all the travel options passengers have.
“We’re committed to solving the big issues for our customers and our people, both today, and tomorrow. Harnessing the power of converging technologies, to driver exceptional experience and remove friction and pain-points. We’re creating a 2025 vision, that we can start delivering today, with bold plans for delivering this, and each year over the next five years, to ensure we get there quicker” said Danny Gonzalez, Chief Digital and Innovation Officer at LNER. “We want to be challenged as we work through the process of making the strategy visible and taking the whole organisation on a transformation journey, we’re excited to be working with Valtech.”
“We are thrilled to have been selected to help take LNER’s digital vision forward,” said Ross Nichol, Portfolio Director at Valtech. “It’s a real endorsement of the team’s mastery of all the aspects that deliver successful digital transformation.”