Connecting urban mobility and passenger experience
From being rated the best railway operator in the customer satisfaction-based Swedish Quality Index Survey four years in a row, to maintaining a 99.9 per cent on-time rate in Hong Kong, MTR Corporation’s Chief Executive Officer – European Business Jeremy Long, explains how innovation in digital technology has been central to enhancing both MTR’s customer experience and railway service worldwide.
In an industry traditionally reliant on manpower and manual control, the efficiency of daily rail operations has been transformed by digital developments – and with it, a new era of smart mobility has been brought to cities around the world. Industry-wide, situations that have previously provided huge challenges, such as crowd control and information dissemination, have become manageable, making the 21st century a very exciting time to be in rail. MTR believes the true power of digital technology lies in its ability to revolutionise customer experience with personalised time and cost saving mechanisms.
The transformative role of digital technology has been felt throughout MTR’s operations, although it is particularly evident in Hong Kong, where artificial intelligence (AI), the Internet of Things (IoT) and video analytics technology have been combined to advance its customer offering. Several cost and time saving innovations have been rolled out across each stage of the passenger journey, including ticket suggestions and waiting time indicators. MTR has also branched out into mobile technology through its mobile app, and created a card that integrates travel with its broader property model by providing access to stations, shopping complexes and homes.