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Digital agency Delete to work with UK’s First Bus

One of the largest bus operators in the United Kingdom, First Bus, part of FirstGroup PLC, has appointed digital agency Delete to lead a program of customer experience (CX) website transformation – following a three-month selection process.

First Bus appointed agency Delete to lead a program of customer experience (CX).

The appointment comes as part of a wider strategic commitment by First Bus to improve customer experience across their services, leading towards a continued uplift in customer satisfaction.

Through investment in new products, services and technology, First Bus is aiming to make travelling on buses easier for their 1.6 million daily passengers, with improved digital services high on the agenda. The company has a fleet of 5.800 buses, operating a fifth of all local bus services outside London.

We’re looking forward to working closely with the Delete team to deliver a more connected and valuable digital experience to meet our customers’ expectations,” said Phil Williams, head of Marketing at First Bus.

“Delete demonstrated a fine balance of strategic thinking coupled with the ability to implement new products for the organization. We are excited for what lies ahead and believe we have formed a strong partnership to deliver on our ambitions,” he added.

Delete, an independent digital agency with offices in London and Leeds, will be responsible for defining a digital customer experience strategy to drive innovation in website user experience with a mobile-first focus.

Bus travel in the UK is undergoing significant change and we are looking forward to helping First Bus exploit advancements in digital to improve the overall experience for its customers,” said Tom Dougherty, Partner and UX Director at Delete.

We’ve already seen the impact of technology on taxi and rail travel, so we are eager to help First Bus bring innovation into bus travel,” he added.