Speakers

Luke Taylor-Sales is an expert in Customer Experience Strategy, who’s career in championing organisations’ customers spans over 27 years. He has been working in the bus industry for 13 years when an opportunity arose at Metrobus to follow his childhood dream of working in the sector. Previous to that he had 10 years' experience in retail banking, and 3 years working in contact centres. He currently has responsibility for three key areas: How to support customers and inspire them to use sustainable transport; supporting our objective to make buses accessible for all; and how to explore innovative pricing and ticketing technology strategies to drive simple and easy to understand ticketing.

Luke believes that the key to enabling modal shift is to understand that the biggest challenge the bus sector has is how to overcome the pull of private car. His vision is focused on setting the bar higher in terms of customer experience by making buses simple and easy to use. This includes making every customer feel valued, making sure buses are accessible for all, and for every person feel they’ve received great value for money when they travel. He is proud to have delivered his vision of a high street hub where people can come and gain confidence in using buses, along with delivering several innovative ticketing schemes that have helped drive passenger growth.