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'Transport for London: Managing 30 Million Journeys Every Day' with Christopher Macleod

27 June 2019, 18:30–19:30

Chris Macleod, Director of Customer & Revenue at Transport for London, joins us at Brand Exchange to discuss how the iconic organisation ‘Keeps London Moving’.

Chris is responsible for customer strategy, marketing activities, and the delivery of operational and non-operational revenues for all TfL services.

He has helped TfL become more customer-focused by establishing its ‘Every Journey Matters’ promise and delivering a step change in the organisation’s customer services.

He will explain how TfL has developed a clear purpose, works to understand its customers, tackle their ‘pain points’, and improve customer service, whilst delivering nearly £5bn revenue in fares.

We look forward to learning from Chris’s experience at TfL about managing customer relations in a complex organisation.



18:00 Registration & Welcome Drinks
18:30 Presentation by Chris Macleod followed by a Q&A Session
19:30 Networking & Cash Bar


Christopher Macleod
Director of Customer & Revenue
Transport for London

As Director of Customer & Revenue at Transport for London, Chris Macleod is responsible for customer strategy, all marketing activities, and for overseeing the delivery of operational and non-operational revenues. Consequently, his work ranges from promoting buses and the tube to improving the customer experience for all its services. He also manages TfL’s outdoor commercial advertising estate - the largest in the world.

In 2012 he oversaw the marketing of transport in London to help deliver a successful Olympic and Paralympic Games.

During his time TfL has also won every major Marketing and Creative award including Campaign magazine’s Advertiser of the Year, Cannes Gold Lions and Marketing Society and IPA Effectiveness awards.

Chris has a degree from Newcastle Business School, a Master’s degree from the London School of Economics and is a regular on the Bakerloo Underground line.


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