Erika Hanan's questions to CSX Corp (CSX) leadership • Q1 2025
Question
Erika Hanan asked for a quantification of the revenue opportunity missed in Q1 due to service issues and questioned how easily that business could be recaptured, given the company's high customer satisfaction scores.
Answer
EVP and CCO Kevin Boone estimated the missed opportunity at roughly "1 million plus a day" based on internal analysis of normalized cycle times. He expressed high confidence in retaining customers and capturing this revenue as service improves, citing the strong relationships and trust built through proactive communication.