what they said

CX diagnostic

Transport NSW TrainLink engaged The Customer Experience Coach to identify opportunities to improve customer experience and drive additional sales and margin.

The Process

  • Completed qualitative and quantitative analysis of customer interactions and operating systems, policies, procedures, reports and operational routines

  • Completed a statistically valid set of ‘current’ and ‘should be’ recommendations based on the analysis

  • Established a proposed sales methodology to enhance current activities and leverage missed opportunities

  • Identified a range of duplicate and avoidable process inefficiencies and regulatory gaps

       This work has been instrumental in helping us

define our future state


Greg Wallace

Business Owner,  Transport for NSW

CX Coach

The Customer Experience Coach

Level 3, 44 Martin Place

Sydney  NSW  2000

Telephone: 1800 838 053


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