2023 Winners

Best Use of Technology LNER

LNER came out on top through its ‘Love the Journey’ Initiative and ensuring technology is at the heart of improving the onboard passenger experience.

The judges felt that LNERs approach and reactiveness to changing customer expectations, continuously speaking to customers via customer panels and other channels to understand what they enjoy and opportunities for improvement were of particular note.

One area that this approach identified as having lots of opportunities was improving the digital experience. The digital team set about completely transforming this area of the customer journey, launching 62 new digital services and tools designed to address customer pain points

From LNER Assistant, providing proactive and real-time personalised journey messages to customers, to our first for rail, Let’s Eat At Seat service, the overall customer experience has been drastically improved through technological innovations.

Winner