Speakers

Luke Taylor-Sales is an expert in Customer Experience Strategy, with a career spanning more than 28 years championing customers across multiple sectors. He has spent the last fourteen years working in the bus industry, following an opportunity that first arose at Metrobus which allowed him to fulfil a childhood ambition to work in the sector. Prior to that, he gained eleven years of experience in retail banking and three years in contact centres.

Luke currently leads three strategic areas: supporting and inspiring customers to choose sustainable transport; driving the organisation’s mission to make buses accessible for all; and exploring innovative pricing and ticketing technologies that deliver simple, easy-to-understand options for passengers.

Luke believes that enabling modal shift begins with recognising the primary challenge facing the bus sector: overcoming the convenience and pull of the private motor car. His vision focuses on raising the bar for customer experience by making buses simple and intuitive to use. This includes ensuring every customer feels valued, that services are accessible to all, and that every journey represents great value for money.

He is particularly proud to have delivered his vision for a high street hub that helps and support people to build confidence in using buses, as well as several innovative ticketing initiatives that have contributed to sustained passenger growth.