1. Railway Study Association
2017 Presidential Address
Neil Micklethwaite
21 September 2017

3. Modern and Relevant

5. 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.’

7. 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