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The role of FM in creating the seamless customer journey; now and into the future

In November 2016, Mitie brought together a group of senior executives from the transport sector, comprising representatives from the Airport and Train operators, to discuss the unique issues of delivering excellent customer service within such a dynamic and challenging environment. The event included a presentation by Andrew McMillan, the former Head of John Lewis’ Customer Services and now Principal at Engaging Service, where he specialises in customer experience and employee engagement, including the delivery of workshops for some of the biggest names in the transport sector.

This white paper, based on the discussions and insights from the event, looks at the challenges facing FM, property, operations and customer service / performance directors in delivering exceptional customer service and a seamless customer journey from departure to arrival.

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