List of In-House Arriva Customer Engine Customers
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Since 2010, our global team of researchers has been studying In-House Arriva Customer Engine customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased In-House Arriva Customer Engine for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using In-House Arriva Customer Engine for Customer Experience include: Arriva Group, a United Kingdom based Transportation organisation with 61845 employees and revenues of $6.23 billion, CrossCountry United Kingdom, a United Kingdom based Transportation organisation with 1860 employees and revenues of $749.0 million, The Chiltern Railway, a United Kingdom based Transportation organisation with 862 employees and revenues of $250.0 million, Grand Central United Kingdom, a United Kingdom based Transportation organisation with 181 employees and revenues of $70.0 million and many others.
Contact us if you need a completed and verified list of companies using In-House Arriva Customer Engine, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Arriva Group | Transportation | 61845 | $6.2B | United Kingdom | In-House Applications | In-House Arriva Customer Engine | Customer Experience | 2023 | Nagarro |
In 2023, Arriva Group implemented the In-House Arriva Customer Engine, a Customer Experience application designed to centralize customer segmentation, personalization, and campaign orchestration for Arriva UK Bus. The initiative targeted CRM and digital marketing functions to address gaps in audience segmentation, marketing automation, and e-commerce personalization, with system integrator Nagarro supporting the implementation and integration work.
The In-House Arriva Customer Engine was configured with core modules for behavioral and transaction-based segmentation, marketing automation workflows, campaign orchestration, and analytics reporting. Implementation included automated scenario builders to drive lifecycle communications, configured channels for email and push notifications, and webhook-based triggers to external engagement services.
Architecturally the in-house engine was integrated with Bloomreach Engagement to execute personalized campaigns and retargeting, using webhook and API-driven data flows to synchronize customer profiles, event signals, and conversion outcomes. The integration provided a dashboard and analytics layer to surface customer insights and enable iterative optimization of journeys and segments.
Operational ownership sat with CRM and Digital Marketing teams at Arriva UK Bus, with governance focused on scenario-based automation standards, campaign performance monitoring, and prioritization of business needs during rollout. The implementation formalized processes for segment analysis, campaign optimization, and cross-channel orchestration to support retention and re-engagement programs.
Explicit outcomes reported after the deployment included a 380% increase in CRM revenue year-over-year on the L4L campaign and a 14% increase in email open rate year-over-year on the L4L campaign. Additional campaign results included an 11.5% conversion rate on a retargeting campaign and an email campaign with a 59% open rate and 21% click-through rate, reflecting materially higher engagement and conversion after the In-House Arriva Customer Engine deployment integrated with Bloomreach Engagement.
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CrossCountry United Kingdom | Transportation | 1860 | $749M | United Kingdom | In-House Applications | In-House Arriva Customer Engine | Customer Experience | 2025 | Nagarro |
In 2025 CrossCountry United Kingdom awarded Arriva a multi-year contract to deliver a new website and mobile app using the In-House Arriva Customer Engine, a deployment intended to provide planning, booking, payment and real-time journey updates for UK passengers. The contract award was made via the UK government UCR framework and targets passenger-facing digital channels across CrossCountry’s national rail network.
The implementation of the In-House Arriva Customer Engine focused on customer experience capabilities including journey planning, a web and mobile booking engine, payment processing orchestration and real-time passenger information distribution. Configuration work emphasized session and profile management, booking workflows and notification services to support mobile push and in-app updates as part of Customer Experience delivery.
Integrations planned as part of the rollout center on live journey data feeds and payment system connectivity, with Arriva and CrossCountry coordinating external data ingestion for timetables and service updates. Nagarro is listed as the systems integrator supporting implementation and integration testing for the website and mobile app, and the scope explicitly covers UK passenger-facing operations rather than back office functions.
Governance was structured as a multi-year commercial and delivery program between CrossCountry and Arriva, with phased rollout of the website and mobile app and joint change control to align product updates to operational service patterns. Arriva forecasts the contract will add millions of customers to ACE and grow the platform’s market share, a stated outcome tied to the UCR framework selection and expanded deployment.
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Grand Central United Kingdom | Transportation | 181 | $70M | United Kingdom | In-House Applications | In-House Arriva Customer Engine | Customer Experience | 2019 | Nagarro |
In 2019 Grand Central United Kingdom implemented the In-House Arriva Customer Engine as its Customer Experience platform. Nagarro was appointed to develop the Arriva digital customer platform that powers Grand Central web and mobile ticketing and live-travel information across its UK services.
The In-House Arriva Customer Engine implementation concentrates on customer-facing retail and travel information capabilities, including web and native mobile ticketing workflows, live-travel information feeds, and customer communications. The deployment uses a modular approach with frontend channels connected to a centralized retail and content layer, enabling the Arriva Customer Engine to serve multiple brands beyond its initial Chiltern launch.
Operational scope covered Grand Central passenger services across the United Kingdom, affecting customer experience, retail and revenue operations and digital channels. Governance and rollout followed a multi-brand expansion model managed with Nagarro as the implementation partner, and Arriva communications state the Arriva Customer Engine improved the customer digital experience while increasing digital engagement and retail volumes.
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Transportation | 862 | $250M | United Kingdom | In-House Applications | In-House Arriva Customer Engine | Customer Experience | 2018 | Nagarro |
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