Overview
Rail volumes are growing, and service performance remains strong. But can the industry sustain this momentum — and turn it into lasting value?
Now in its 22nd year, RailTrends 2026 brings together rail executives, regulators, suppliers, investors, and transportation professionals to tackle the trends, challenges, and opportunities shaping the future of North American rail. We are proud to return as the diamond sponsor.
Since 2020, Adriene Bailey has shared Oliver Wyman’s case that growth is essential to unlocking the next wave of value creation in rail — and that a truly customer-centric experience is key to achieving it. This year, she takes the argument further. For the first time, technology makes it possible to deliver that experience at scale without breaking the cost curve. Adriene will explore what it takes to turn this opportunity into action — where to start, who needs to lead, and why the cost of waiting grows with every quarter.
Session
November 19, 8:45–9:15 am EST
RailTrends opening keynote — Making the leap: AI and the customer-centric railroad
Adriene Bailey, partner in our transportation and advanced industrials practice at Oliver Wyman, will explore how AI can help railroads transform the shipper experience and unlock new opportunities for growth.
The session will cover:
- The case for customer-centric growth: Why improving shipping experience is critical to attracting freight volumes and strengthening railroad performance.
- The opportunity for AI: How emerging AI capabilities can help railroads overcome longstanding customer service challenges, including slow response times, fragmented systems, and reactive issue resolution.
Speaker: Adriene Bailey, partner, Oliver Wyman
Meet the team
