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A smarter future for rail customer service

Last week we attended a Passenger Focus event which was convened to discuss their recent research into passenger perspectives on the franchise process.The survey found that most passengers see this process as lacking transparency and only paying lip service to passenger needs  Continue reading

You are not yet disabled

Francesca Martinez (the Comedian With Cerebral Palsy) argues that the opposite of disabled is not ‘non-disabled’, it is ‘not yet disabled’. We currently use these terms as if there is a clear and stark separation between these two categories, and yet it is evident that most people undergo a gradual loss of their physical and mental capabilities over the course of their lifetime. Continue reading

The Olympics, nationalism and the power of imagination

I’m normally irritated by the predictable use of sporting competitions to stir up nationalism. It seems pretty irrational to identify with other people just because you’re from the same place, rather than sharing the same interests: doesn’t a British nurse have as much in common with a French nurse as she does with a British banker? Continue reading

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