First Bus hires digital agency to steer online CX drive

first busFirst Bus, one of the largest bus operators in the UK, is aiming to boost its online customer experience strategy with the appointment of digital agency Delete to lead the programme.
The move follows a three-month competitive pitch process and comes as part of a wider strategic commitment by First Bus to improve CX across its services, leading towards a continued uplift in customer satisfaction. The company operates a fifth of all local bus services outside of London.
Through investment in new products, services and technology, First Bus is aiming to make travelling on buses easier for its 1.6 million daily passengers, with improved digital services high on the agenda.
Delete will be responsible for defining a digital CX strategy to drive innovation in online user experience with a mobile-first focus.
First Bus head of markeitng Phil Williams said: “Delete demonstrated a fine balance of strategic thinking coupled with the ability to implement new products for the organisation. We are excited for what lies ahead and believe we have formed a strong partnership to deliver on our ambitions.”
Delete partner and UX director Tom Dougherty added: “Bus travel in the UK is undergoing significant change and we are looking forward to helping First Bus exploit advancements in digital to improve the overall experience for its customers. We’ve already seen the impact of technology on taxi and rail travel so we are eager to help First Bus bring innovation into bus travel.”
Delete, which has offices in London and Leeds, also works for, Expedia, Red Bull, The FA, Safestore and Southampton FC.

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