Railway Study Association 2017 Presidential Address Neil Micklethwaite 21 September 2017

Modern and Relevant

Modern and Relevant Amazon did not kill the retail industry. They did it to themselves with bad customer service. Netflix did not kill Blockbuster. They did it to themselves with ridiculous late fees. Uber did not kill the taxi business. They did it to themselves with the limited number of taxis and fare control. Apple did not kill the music industry. They did it to themselves by forcing people to buy full length albums. Airbnb did not kill the hotel industry. They did it to themselves with limited availability and pricing options. Technology by itself is not the real disruptor. Being non-customer centric is the biggest threat to any business.’

Speakers for 2017 Jacqueline Starr -Managing Director, Customer Directorate for Rail Delivery Group – 10th October 2017 Tom Joyner - Passenger Services Director of London Midland Mike Goggin – Director, International Advisory for Steer Davies Gleave Paul Plummer – CEO of Rail Delivery Group Andrew Haines - CEO of Civil Aviation Authority Charlene Wallace - Managing Director for Fior Clinic Ltd Peter Broadley -Virgin Trains West Coast Executive Director - Customer, Operations and Safety & Martin Frobisher - Managing Route Director for Network Rail Karen Boswell - Managing Director of Hitachi Rail Ian Walters – Managing Director of SLC Rail Rob Brighouse – Non-Executive Director at Network Rail Sharon Keith - Regional Director at Arriva Rail Northern Stephen Vaughn - Director for Fabric Learning Claire Gilmartin - CEO of Trainline Péter Connell – Senior Consultant at Leigh Fisher