London, December 18, 2025: Nagarro, a global leader in digital engineering, has partnered with Arriva to successfully complete a major digital transformation program for CrossCountry, one of the UK’s leading long-distance train operators. Over an eight-month period, the teams implemented Arriva’s Customer Engine (ACE) retail platform, added more than 30 new features across digital channels, and launched a new marketing website to enhance customer engagement and experience. 

ACE is Arriva’s digital retail platform that powers ticketing and customer services across multiple UK transport operators. Built to deliver flexibility, scalability, and innovation, ACE enables operators like CrossCountry to offer seamless ticketing, real-time travel information, and personalized digital journeys across web and mobile platforms. 

The program represented over 3,000 person-days of effort, and a cross-functional team of 50+ experts collaborated to modernize and enhance CrossCountry’s digital ecosystem. The new platform integrates SilverRail’s WebTIS, real-time information systems, smartcard management, and National Rail Enquiries handoff. It also features a refreshed design, ensuring a consistent and inclusive user experience across all channels. 

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Nagarro presents the project on stage at Rail Live Madrid. (L to R) Mark Anderson, CrossCountry Trains; Rakhi Vaswani, Arriva Group; Harsh Narula, Nagarro.

Alongside the retail transformation, Nagarro developed and launched a new marketing website to enhance CrossCountry’s digital presence, helping the company connect more effectively with customers and provide a seamless commerce and retail experience. Integrated with multiple third-party systems, it supports dynamic content management, campaign automation, and personalized customer interactions.  

The transition to ACE was managed efficiently, ensuring minimal downtime. Nagarro, Arriva and CrossCountry worked collaboratively to manage all security checks, PCI audit compliance, Cloudflare integration, AWS capacity optimization, and migration of customer and historical data ahead of launch. 

David Mullins, Head of Brand Communications and Digital Strategy at CrossCountry Trains, said, "This strategic investment in our digital platforms is designed to provide customers with long-awaited enhancements and a vastly improved user experience."

Rakhi Vaswani, Head of Product at Arriva, said, "The project to deliver a new digital platform was not without its challenges, but I am proud to have led a team whose passion and dedication has ensured that CrossCountry passengers have a new website and app that makes booking and travelling easier than ever."

Kapil Sharma, Client Partner, Travel & Logistics, Nagarro, said, "We are proud to partner with Arriva and CrossCountry on this exciting digital transformation journey. Together, we delivered a secure, scalable, and future-ready platform that strengthens CrossCountry’s digital ecosystem and elevates their customer experience." 

The successful rollout marks a key milestone in CrossCountry’s digital journey, providing a scalable, future-ready platform that enhances passenger experience, improves operational efficiency, and supports continued innovation in the UK rail sector. 

Note to editors - The Arriva Customer Engine (ACE) was selected amongst 22 competitors through the UK Government’s Utilities Contract Regulation (UCR) framework, to provide CrossCountry with a new website and mobile app.

About Arriva Group

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.

About Nagarro

Nagarro, a global digital engineering leader, helps clients become fluidic, innovative, digital-first companies and thus win in their markets. The company is distinguished by its entrepreneurial, agile, and global character, its CARING mindset, and its Fluidic Intelligence vision. Nagarro employs around 17,700 people in 39 countries. For more information, visit www.nagarro.com.

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For inquiries, please contact press@nagarro.com. 
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