Watch how LNER, a leading UK train company, transformed its operations with digital innovation. Adrian Varma, Head of Business Transformation at LNER, shares how focusing on customer and employee experience led to significant business improvements. LNER’s journey started with a commitment to exceptional customer service. To tackle industry challenges, they built a machine learning team and adopted AI technologies to streamline processes and boost customer service. Partnering with Soroco and ABP, they used the Scout AI model for process optimization and workflow efficiency. This helped automate tasks, standardize processes, and achieve operational excellence. The results? Reduced delays, increased productivity, and greatly improved customer experience. By fostering a culture of continuous improvement, LNER saw remarkable benefits across the board, setting new standards for efficiency and performance.

LNER’s success story showcases the power of AI and Interaction Data for business growth and customer satisfaction.

Watch this video to learn more about LNER’s transformative journey.