Insights From the C-Suite: Judith Apshago, Chief Digital Officer, Amtrak

As part of a new, members-only series, Women Leading Travel & Hospitality is asking industry executives about their professional journeys, mentorship, how they stay up-to-date on the latest industry technology and trends, how they take care of themselves, and so much more. This week, insight comes from Judith Apshago, chief digital officer, Amtrak. We asked Judith a series of questions about her career journey, her leadership philosophy, the challenges she’s faced as a woman in the male-dominated world of technology, and more.

Women Leading Travel & Hospitality: What is your leadership philosophy and how do you embody it?
Judith Apshago: My leadership philosophy centers on transparency, collaboration, empowerment and continuous growth. I lead by example, fostering open communication, encouraging collaboration, and demonstrating a natural curiosity to learn and grow. I set high standards, reward strong performance, and view mistakes as valuable learning opportunities. I believe a leader’s role is to inspire others to reach their full potential, providing guidance and support while challenging them to stretch their limits.

With my team, I focus on providing clear goals and expectations, offering the right tools and coaching, removing roadblocks, empowering them to succeed, and then stepping back to support their progress. Transparency is essential to me — I'm honest about challenges and successes, which builds trust and mutual respect, the foundation for any successful team. At the heart of my approach is a results-driven business mindset, understanding that achieving goals requires the active engagement, collaboration and growth of the people who contribute to them. This balance between achieving results and nurturing people allows both individuals and the business to thrive together.

WLT&H: How do you ensure your teams feel included, valued and empowered to bring their authentic selves to work?
JA: I strongly believe in the value of multiple viewpoints and work to foster an open and supportive environment where every voice is heard and feedback is encouraged. I actively seek input from all team members, fostering teamwork, collaboration and shared accountability to strengthen trust and relationships within the technology team and with our business partners. 

Recognition and appreciation are also key to my approach. Acknowledging the efforts and achievements of team members — whether through public praise, personal notes or awards — helps build a sense of belonging and motivates individuals. Professional development is another vital aspect of empowering my team. By offering mentoring and learning opportunities, I enable team members to take ownership of their growth and bring their best selves to work.

WLT&H: What innovative strategies or technologies do you see shaping the future of the industry?
JA: The future of the rail industry, and transportation as a whole, are being shaped by a range of innovations, technologies and trends. Artificial intelligence and machine learning are already enabling rail companies to detect anomalies and predict when equipment or infrastructure might fail, allowing for more timely maintenance, reducing downtime, and enhancing passenger safety. AI and data analytics are also transforming the passenger experience by offering greater personalization, both during the ticketing process and while in transit.

Other advancements include seamless integration between modes of transportation, facilitating a smoother end-to-end travel experience; and game-changing innovations such as hydrogen-powered fleets, autonomous trains, expanded high-speed rail, and smart signaling systems poised to revolutionize the industry in the near future. 

WLT&H: How do you approach succession planning and developing future leaders within your organization?
JA: Succession planning and developing future leaders are key priorities within our organization. We focus on identifying and nurturing high-potential employees to create a strong pipeline of leaders prepared to step into key roles. Our internal leadership development program is complemented by mentoring and hands-on experience. We encourage a growth mindset and provide continuous feedback through regular career development conversations, ensuring we understand each individual’s strengths and areas for growth. 

Each Digital Technology employee is allotted 40 hours per year for professional development, with the encouragement to pursue relevant certifications, attend industry conferences, and participate in other learning activities to enhance their knowledge and skills while staying current on industry trends and innovations.

WLT&H: Amtrak has been modernizing its operations to improve the customer experience. Can you share some of the most impactful digital transformation initiatives you've led and how they've enhanced the passenger journey?
JA: My team partners with business leaders to enable and deliver an enterprise-wide digital transformation. We’ve implemented numerous initiatives to strengthen safety, enhance service delivery, improve employee productivity, and elevate the passenger experience. Some recent impactful projects aimed at reducing service disruptions and improving safety include:

• Implementing sensors to capture real-time data, paired with AI, to predict failures and enable proactive maintenance, minimizing service disruptions and downtime.
• Replacing legacy systems and enhancing train dispatch and control to improve safety, reliability and efficiency.
• Launching a safety reporting system to streamline and enhance safety reporting for both passengers and employees.
• Deploying approximately 200 solar-powered, digital-enabled security gates along the Northeast Corridor tracks to enhance safety and security in preparation for the NextGen Acela high-speed trains.
• Equipping over 13,000 frontline workers with mobile devices, providing them with the tools to enable safer and more efficient operations.