Key Takeaways

• Public spaces can become over-commercialised, detracting from their original purpose.
• Listening to customer feedback can lead to significant improvements.
• Adapting digital displays to enhance user experience demonstrates effective customer success.

Topics

• Digital Transformation
• Customer Success
• User Experience

Transcript

So back in 2024, a post went viral on X from London Euston. The person just took a simple photo of the massive screens in the station that were being used purely for advertising and confusing all of those travellers and commuters down below. The post took off. The press took it up and it became a national talking point at how we had over commercialized our environment and forgotten that screens are here to actually serve people and make their lives easier. Well, it all got so much attention and so much collective outrage that actually Euston have rolled this back and now launch screens, which are back to being useful again and digital and helpful. So although it was a bad start, I definitely give that a one out of five because they understood their mistake and came back with something useful. I will give this a screen score of four out of five. A sign of genius that you listen to your customers. Let me know in the comments.