On Thursday 22 April 2021, ONCF and IFF in partnership with SNCF, organised a virtual meeting on the theme of customer relations addressed mainly to the executive managers of the ONCF Passenger Department. About one hundred participants took part in the event.

Moderated by Mr. Hassan CHARRAF, expert coach in human and economic development, this webinar was marked by the opening and closing words of Mr. Mohammed Rabie KHLIE, General Director of ONCF.

The first panel was presented by Mr. Said NASSIRI, Director of the Passengers Department, who highlighted the major challenges of ONCF’s customer relations for the year 2021. Moderated by Mr. Tewfiq BOUARIF, passengers sales Director, the second panel concerned the presentation of the objectives of the new ONCF customer relationship strategy. The deployment of this new strategy was also part of the various points discussed.

Finally, Ms Hayat BOUDHANE, Head of the Relationship Marketing Department at ONCF, presented the stages of customer relations at ONCF and also reviewed the role that digital technology plays in the customer journey and travel experience.

This event was also an opportunity to share experiences with two speakers from the SNCF. In this sense, Mr Arnaud PORTALIER, Director of Customer Relations at SNCF VOYAGES, presented the strategy implemented by the SNCF for the satisfaction of its customers throughout the journey.

For her part, Ms Camille EVANO, Head of the Sales and Services Business Unit at Paris Gare du Nord, presented the deployment of the Customer Relations strategy and the role of the sales teams in this strategy.

The meeting lasted about 1.5 hours with time for questions and answers with the participants.

In his closing speech, Mr KHLIE thanked ONCF and IFF teams for their efforts in organising the webinar, and also thanked SNCF for their contribution to the success of this event.

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