National Express is one of the most recognized transport brands in the UK. The distinctive white coaches are in operation daily, visiting one of the company’s 1000 destinations. They are part of the wider National Express Group which employs 41,000 people worldwide with coach services in Spain, Morocco, North Africa, Bahrain and North America and train services in the UK and Germany.
The company prides itself on a warm and friendly culture, where people are listened to and supported at every level. Part of delivering on this promise as the company grows is the constant adaption and evolution of customer touchpoints. National Express needed a roadmap of activity aligned to business goals and the means to safely test and rollout customer journey changes.