FUTURE AMBITIONS
LEADERSHIP & STRATEGY
“ Successful digital innovation doesn ’ t come from just one single investment or initiative ; it comes from a continual , sustained and dedicated application to improving what we do for our customers ”
— Rob Muir , CDO , National Express
at that space , both from a customer service and satisfaction point of view and also from a marketing point of view as to how we can best make our services available to customers .”
FUTURE AMBITIONS
Digital innovation can be truly beneficial , not just for the customer but also for a firm ’ s own staff . This is why National
Express is looking internally as well as externally in the way it innovates as a business . Digital scorecards are used as a yardstick that allows the management of the business to see how the overall group is evolving digitally .
Muir explains : “ Successful digital innovation doesn ’ t come from just one single investment or initiative ; it comes from a continual , sustained
38 May 2018