AI and The Passenger Experience: Balancing Innovation with Human Connection

Lunch & Learn

Artificial intelligence is transforming passenger interactions – from personalised information to predictive service management. It is also reshaping marketing campaigns, with more targeted, data-driven strategies. But technology alone is not enough. This session explores how to balance digital innovation and human connection, ensuring that AI builds trust and improves the overall experience for the passenger.

Speakers:

Kendra Ayling BURGESS

Global Director of Brand and Marketing

Hitachi Rail

United Kingdom

Annie LEUNG

General Manager - Marketing & Customer Experience

MTR Corporation Limited

Hong Kong