Rail service receives customer experience award

CrossCountry Trains has been recognised as an Elite Award winner at the InMoment CX Elite Awards.

The rail service was named as having the best customer experience transformation in an awards ceremony held at London.

The award recognises an organisation that has undergone a CX transformation and demonstrated exceptional adaptability and resilience in the face of challenges while successfully transforming its customer experience strategies and practices.

InMoment said in a statement: “CrossCountry continues to adapt to customer expectations within the rail industry.

What sets them apart is their steadfast commitment to listening to their customers and letting those voices and their insights support their strategy.

“Since the launch of their Voice of the Customer programme, they have incorporated real-time data collection to identify potential operational changes but also define and support their long-term vision.

“It's not just about where they stand in the market, but where they aim to go that truly drives their passion. The goal is not merely to restore customer trust but to pioneer new approaches that will redefine customer satisfaction within the rail industry.”

The event brought together hundreds of CX professionals who engaged in interactive workshops, networking opportunities, and were inspired by keynote presentations from X Leaders throughout the two-day event.