From Booking to Arrival: How Brightline Trains Creates Loyalty at Every Touchpoint скачать в хорошем качестве

From Booking to Arrival: How Brightline Trains Creates Loyalty at Every Touchpoint

Discover how Brightline Trains is redefining digital innovation in transportation by prioritizing data integrity and human-centric customer loyalty. In this episode of Room For Growth, Kevin McAuliffe, Chief Technology and Digital Innovation Officer at Brightline Trains, shares his "fail forward" philosophy for leading complex digital transformations. Kevin discusses the critical importance of building a 360-degree view of the customer by first fixing "bad data" and "bad code" to create a seamless journey. Key Takeaways: The "MVP" Mindset: Why launching two-week sprints is more effective than 18-month projects. Pragmatic AI: How to balance the "scary" risks of data security with the operational power of AI and machine learning. Leadership as Coaching: The sports-inspired philosophy of raising new leaders to ensure long-term strategic success. *Operationalizing Trust: Why partnering with specialized entities like Uber is better than trying to solve every problem yourself. Timestamps (Chapters): 00:00 - Introduction to Kevin McAuliffe and Brightline Trains 03:16 - Embracing Failure: The Path to Digital Innovation 05:50 - High-Speed Rail: Connecting Cities with Brightline West 09:17 - Fixing the Customer Journey: From Disjointed to Seamless 13:28 - Tenets of Customer Loyalty and Listening to the Field 17:44 - The Reality of Tech Debt and Reconstructing Legacy Systems 21:30 - Defining Innovation in a Changing Economy 24:52 - Iterative Roadmaps: Why Short-Term Wins Drive Long-Term Strategy 32:53 - AI Readiness: Building a Secure Foundation for Machine Learning 40:37 - Leadership Philosophy: Raising the Next Generation of Tech Leaders 55:03 - Surprise and Delight: The Brands Winning Kevin's Loyalty About TELUS Digital: TELUS Digital is the customer experience transformation partner to the world’s most admired brands. Our diverse team weaves data, technology and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach of over 80,000 experts in more than 30 countries and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Guided by our globally recognized employee culture and humanity-in-the-loop principles, our team is committed to giving back while taking a responsible approach to digital transformation in the communities where we live, work and serve. Connect with us at: telusdigital.com *WillowTree is now TELUS Digital.