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Mark Van Hagen (1961, Master in Economic Geography) has been heavily involved in public transport for almost 30 years. Mark started his career at Schiphol Airport Amsterdam, the Netherlands. Since 1997, Mark has worked for NS (the principal passenger railway operator in the Netherlands) as a principal consultant for customer experience. He is responsible for studies on customer
demands, chain management and station development. Analysing customer data and advising the top management of NS is also his responsibility. He received a distinction from the University of Twente, the Netherlands, for his dissertation, “Waiting Experiences at Train Stations”, completed in April 2011.