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1 November 2016

CIO interview: Neil Roberts, head of digital, Eurostar

At Eurostar’s head office, conveniently located less than a minute’s walk from King’s Cross St Pancras Station, head of digital Neil Roberts is busy improving the customer experience. Over the last 18 months, the train company has made a lot of changes. It has launched mobile apps and created an onboard entertainment system, letting travellers watch films and TV shows during their journey. One of the biggest changes, however, has been bringing development in-house, which Roberts says has made a huge difference to the speed of developing new services. “We needed to have some more control over what we do. If you're working with a third party, every time you change your mind you need to put in a change request and all that sort of stuff.,” he says. “Now we just walk over to the other side of the office.” Three years ago, Eurostar launched its new website and rebuilt its infrastructure, followed by a mobile site the year after. The team is busy building yet another website to replace the two currently in use. “I like to think of it ...

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