Arriva goes on a digital journey with Magnetix

Wednesday, July 9, 2014

Arriva’s job is to make sure trains and buses run on time. In the future, the company also intends to provide a top-class, digital customer experience — and Magnetix will help make sure Arriva reaches their destination.

This new collaboration will lead to the best travel experiences public transport can provide: from information and research to booking, buying and travelling, across physical and digital channels.

Magnetix’s CEO, Martin Bochineck, says, “We have high expectations of what we can achieve together with Arriva. It is a really interesting challenge, and both parties have high ambitions.”

Arriva is the largest public bus company and most punctual railway company in Denmark. But Arriva’s Danish management has much loftier ambitions for the customer experience than “merely” providing excellent connections and high operational quality, of which they already have more control than any other company in Denmark.

“We want to provide the very best public transport travel experiences — not just the best journeys,” says Arriva’s Commercial Director, Thomas Hedegaard. “It’s not just about avoiding inconveniences, complaints and delays, but also about adding new service dimensions to every stage of the journey. We want to raise the bar in terms of how attractive it can be to travel on public transport.”

Martin Bochineck also has high expectations for the partnership. “In many ways, Arriva is a perfect customer. Everything we do at Magnetix is focused on interaction with the end customer. When it comes to that, Arriva moves in an extremely exciting intersection between sales and service. We have a real opportunity to shift something in their customers’ everyday lives, and that in itself is exciting. We also have a common understanding of the fact that the way towards a complete digital customer experience is a process, not a project. In our experience, it provides the best conditions for success.”



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