Sébastien DUFAUT

Biographical note
Sébastien Dufaut is head of marketing of tl, the public transportation company of Lausanne, Switzerland. His team is in charge of implementing tl customer oriented startegy (Vision_2025). Current projects include CRM extension, multimodal solutions development or advertising revenues growth strategy. Prior to joining tl, Sébastien worked in telecommunication industry in France, Germany and Switzerland. He graduated from Paris-Dauphine University and holds an Executive MBA from EPFL.

Presentation: Why and how public transit small companies dare master their digital customer relationship?
Managing customer relationship, and in particular through digital interfaces, is a major challenge for a public transport company such as tl. Indeed, it enables us to better know our customers and it allows us to transform them into Ambassadors by providing them with a customized experience.
How can a small-size operator do well in this area without having the striking force of the big national companies (Federal Railways, Car Postal) or the multinationals of the sector (Google, Moovit, …)?