Conference speaker

David Franklin, Customer Insights Analyst Virgin Trains

David Franklin is Customer Insights Analyst at Virgin Trains, which operates high speed passenger services from London to the North of England and Scotland.

David arrived at Virgin Trains 2 years ago, with over 10 years’ experience ranging from Customer-Facing positions to Board Level roles in the retail, charity and public sectors. At Virgin Trains, he has been involved with projects such as the introduction of AI to the contact centre, and the industry leading Automatic Delay Repay compensation scheme.

With a background in Social Science and Customer Service, David’s interests lie in the use of AI, Technology and Big Data to perform complex analysis, and introduce ground-breaking customer-driven solutions.”