Contactless is best for customer experience

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Greg Hepworth, Head of Product at Passenger, presented the recent Transport Ticketing Global Event on contactless journeys and the customer experience. He discusses why the two are intrinsically linked.

Contactless is the status quo. Operators prefer to be paid using contactless and passengers prefer to pay using contactless. The differentiator is the customer experience. To attract customers back onto buses, we need to enhance their customer experience.

Contactless reduces friction as there is no need to carry cash, a card or a wallet. It takes away the need to pre-plan travel or to even talk to the driver. It is our goal to remove as much friction as we can.
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