INDUSTRY INSIGHTS YOUR PEERS ARE READING
The confluence of these forces will fundamentally transform the face of retail, automotive, transportation, and other adjacent industries in just a few short years. The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information. MORE
At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. I thought this was a great way to tackle CX for a complex system like public transportation. MORE
One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA). MORE
This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article. Retail MORE
Voice of the Customer specialists Maru/edr and UK parcel carrier Yodel were declared UK Customer Experience Awards’ Silver winner in the ‘Best Transport and Logistics’ category last week. awards Customer experience Retail Transport & Logistics VoCNow in its ninth year, the UK Customer Experience Awards, held on October 11th 2018 at Wembley Stadium, has become the biggest customer experience event of its kind in the world. MORE
This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article MORE
You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More. MORE
Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking. MORE
260 Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking. As one manufacturer put it, the idea is that: “There will be no need to own a vehicle. View Article MORE
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In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. Press release. Background. MORE
Public Safety Transportation fraud prevention Mobile Healthcare Government Public sector Government and Public Sector Internet of Things Citizen Services security fraud detection artificial intelligence Robotics robotic process automation citizen engagement smart cities local government IoT AI MORE
Transport for London also states in Help from Staff that “On the Tube, TfL Rail and Overground, station staff will also accompany you to the train and help you on board and, if needed, can arrange for you to be met at your destination. MORE
These hubs provide consumers with an experience in the future of transportation, according to Ford. FordHubs, which are smaller than most dealerships in a non-sales environment, is where consumers can receive education about the future of transportation. MORE
This year Uber and Lyft formally entered the healthcare market to offer rideshare services to nonemergency patients for transportation to scheduled doctor appointments. MORE
Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport). MORE
I popped the obvious question–if customer service was a mode of transportation, what would it be? If you asked your customers to characterize the service they receive from you as a mode of transportation, what would they choose? MORE
Volkswagen’s recent announcement to build its automotive cloud platform on Microsoft Azure is yet another example of the types of tech-driven innovation efforts transportation leaders are taking to position themselves as customer experience leaders. MORE
Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking. MORE
Service Untitled The blog about customer service and the customer service experience. MORE
Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. take it further through Transport Focus or if inside London, London Travel Watch or the Small Claims Court. MORE
Events airport aviation transportationFebruary 27-28, 2018 | Singapore HappyOrNot is proud to join Asia’s largest commercial aviation event Aviation Festival Asia 2018. You can find us from Booth E11. MORE
The millennial generation has grown up with a more ambivalent relationship to cars than previous generations, in part due to having other transportation options, such as ridesharing. Department of Transportation, Americans who use ridesharing apps spend an average of $4,000 a year on them. MORE
Our research also shows that out of all the industries, the construction sector has the highest percentage of engaged employees, while the transportation and warehousing sector has the lowest. MORE
It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer. MORE
Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More. MORE
TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. Client Voices Client Stories TransPennine Transportation U.K. MORE
Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things smart cities local governmentIn part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action? MORE
The audience was transported and mesmerized! Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? MORE
Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. As you read the title of this post, you were likely thinking that there’s been a typo. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […]. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience design MORE
Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things Citizen Services citizen engagement smart cities local government IoTIn part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around the world. MORE
In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. take it further through Transport Focus [2] or if inside London, London Travel Watch or Small Claims Court. Press releases Consumer Rights Act 2015 Delayrepay national Conditions of Travel Passenger Charter reasonable skill and care redress Transport FocusThe Southern Railways debacle has caused misery to its many passengers. MORE
transportation. Customer Insights smart cities transportation uber urban planningUber's new initiative , Movement, is a step in the right direction. Facing criticism, the company decided to open its treasure trove of data to the cities in which it operates. MORE
Chip popped the obvious question–if customer service was a mode of transportation, what would it be? If you asked your customers to characterize the service they receive from you as a mode of transportation, what would they choose? MORE
Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy. MORE
Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer […]. We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. MORE
artificial intelligence (AI) automotive transportation & logistics artificial intelligenceThis week, Uber announced that it would close down its self-driving trucks business unit to focus on autonomous passenger vehicles. In July 2017, we predicted that logistics and shipping firms would replace human-driven double- and triple-freight trailers with human-directed platoons of autonomous trucks and fully autonomous trucks as quickly as practicable and legally permitted. MORE
Overview Valero Energy Corporation is an international manufacturer and marketer of transportation fuels and petrochemicals. As the world’s largest independent petroleum refiner, Valero has a workforce of 10,000 employees with a refining capacity of approximately 3.1 million barrels per day. MORE
Prior to their experience in “the box,” they have to get to the museum, navigating San Francisco’s public transportation system or dealing with traffic and parking. This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. MORE
What annoys you about public transport? Complaining Buses dedicated seating passsengers public transport quiet carriage rants rude passengers travelling Tube UndergroundTim e for a rant. Not had one for ages. The other day I had the misfortune of travelling on the tube. MORE
Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. As you read the title of this post, you were likely thinking that there’s been a typo. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […]. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience design MORE
In a recent Congressional hearing, Representative Mike Rogers (R-Ala) of the House Homeland Security Transportation Subcommittee stated the TSA is a huge bureaucracy that pays little attention to citizens. MORE
Replace: Do you like Chicago’s public transportation system? With: How likely are you to recommend the Chicago public transportation system to a friend? Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another. MORE
Over the past decade public transport has readily embraced technology aimed at making operations safer and more secure, with very good reason. “Most major transit systems have intercoms strategically placed on platforms so passengers can summon help if they need it,” explains Tom LaBarbera, Regional Vice President for the Transportation Sector, NICE Security Americas. MORE
This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article MORE
Transportation Related Topics Wired and Dangerous
DECEMBER 3, 2018
Chip popped the obvious question–if customer service was a mode of transportation, what would it be? If you asked your customers to characterize the service they receive from you as a mode of transportation, what would they choose?
Experience Matters
NOVEMBER 7, 2016
Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. As you read the title of this post, you were likely thinking that there’s been a typo. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […]. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience design
Experience Matters
NOVEMBER 7, 2016
Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. As you read the title of this post, you were likely thinking that there’s been a typo. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […]. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Design Of Little Things Experience design
Customer Bliss
AUGUST 23, 2018
At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. I thought this was a great way to tackle CX for a complex system like public transportation.
Helen Dewdney
MAY 22, 2018
Transport for London also states in Help from Staff that “On the Tube, TfL Rail and Overground, station staff will also accompany you to the train and help you on board and, if needed, can arrange for you to be met at your destination.
Forrester's Customer Insights
OCTOBER 17, 2018
Volkswagen’s recent announcement to build its automotive cloud platform on Microsoft Azure is yet another example of the types of tech-driven innovation efforts transportation leaders are taking to position themselves as customer experience leaders.
Helen Dewdney
FEBRUARY 1, 2016
What annoys you about public transport? Complaining Buses dedicated seating passsengers public transport quiet carriage rants rude passengers travelling Tube UndergroundTim e for a rant. Not had one for ages. The other day I had the misfortune of travelling on the tube.
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Forrester's Customer Insights
MARCH 22, 2018
Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy.
Service Untitled
JUNE 18, 2012
In a recent Congressional hearing, Representative Mike Rogers (R-Ala) of the House Homeland Security Transportation Subcommittee stated the TSA is a huge bureaucracy that pays little attention to citizens.
Customer Interactions
JANUARY 17, 2013
Over the past decade public transport has readily embraced technology aimed at making operations safer and more secure, with very good reason. “Most major transit systems have intercoms strategically placed on platforms so passengers can summon help if they need it,” explains Tom LaBarbera, Regional Vice President for the Transportation Sector, NICE Security Americas.
ForeSee
AUGUST 31, 2017
TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. Client Voices Client Stories TransPennine Transportation U.K.
Helen Dewdney
FEBRUARY 1, 2018
Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. take it further through Transport Focus or if inside London, London Travel Watch or the Small Claims Court.
Helen Dewdney
NOVEMBER 1, 2017
In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. Press release. Background.
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Maru/EDR
OCTOBER 18, 2018
Voice of the Customer specialists Maru/edr and UK parcel carrier Yodel were declared UK Customer Experience Awards’ Silver winner in the ‘Best Transport and Logistics’ category last week. awards Customer experience Retail Transport & Logistics VoCNow in its ninth year, the UK Customer Experience Awards, held on October 11th 2018 at Wembley Stadium, has become the biggest customer experience event of its kind in the world.
Forrester's Customer Insights
AUGUST 1, 2018
artificial intelligence (AI) automotive transportation & logistics artificial intelligenceThis week, Uber announced that it would close down its self-driving trucks business unit to focus on autonomous passenger vehicles. In July 2017, we predicted that logistics and shipping firms would replace human-driven double- and triple-freight trailers with human-directed platoons of autonomous trucks and fully autonomous trucks as quickly as practicable and legally permitted.
Happy or Not
FEBRUARY 20, 2018
Events airport aviation transportationFebruary 27-28, 2018 | Singapore HappyOrNot is proud to join Asia’s largest commercial aviation event Aviation Festival Asia 2018. You can find us from Booth E11.
Helen Dewdney
JANUARY 27, 2017
In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. take it further through Transport Focus [2] or if inside London, London Travel Watch or Small Claims Court. Press releases Consumer Rights Act 2015 Delayrepay national Conditions of Travel Passenger Charter reasonable skill and care redress Transport FocusThe Southern Railways debacle has caused misery to its many passengers.
MaritzCX
DECEMBER 7, 2017
Overview Valero Energy Corporation is an international manufacturer and marketer of transportation fuels and petrochemicals. As the world’s largest independent petroleum refiner, Valero has a workforce of 10,000 employees with a refining capacity of approximately 3.1 million barrels per day.
Forrester's Customer Insights
JANUARY 10, 2017
transportation. Customer Insights smart cities transportation uber urban planningUber's new initiative , Movement, is a step in the right direction. Facing criticism, the company decided to open its treasure trove of data to the cities in which it operates.
Verint
JULY 13, 2017
It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer.
Experience Matters
APRIL 12, 2018
Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More.
Verint
JULY 24, 2017
Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things Citizen Services citizen engagement smart cities local government IoTIn part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around the world.
Fresh MR
SEPTEMBER 20, 2018
This year Uber and Lyft formally entered the healthcare market to offer rideshare services to nonemergency patients for transportation to scheduled doctor appointments.
Verint
AUGUST 8, 2017
Public Safety Transportation fraud prevention Mobile Healthcare Government Public sector Government and Public Sector Internet of Things Citizen Services security fraud detection artificial intelligence Robotics robotic process automation citizen engagement smart cities local government IoT AI
Verint
JULY 17, 2017
Public Safety Transportation Mobile Government Public sector Government and Public Sector Internet of Things smart cities local governmentIn part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action?
QuestionPro Audience
FEBRUARY 23, 2018
The millennial generation has grown up with a more ambivalent relationship to cars than previous generations, in part due to having other transportation options, such as ridesharing. Department of Transportation, Americans who use ridesharing apps spend an average of $4,000 a year on them.
MaritzCX
SEPTEMBER 19, 2013
Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking.
MaritzCX
SEPTEMBER 19, 2013
Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking.
Service Untitled
APRIL 29, 2010
Service Untitled The blog about customer service and the customer service experience.
Experience Matters
APRIL 23, 2018
You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More.
Experience Matters
MARCH 30, 2017
Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer […]. We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.
MaritzCX
SEPTEMBER 19, 2013
Instead, urbanites will rely on a mixture of public transport, cycling, walking and car-sharing schemes. The topic of ‘Mobility Service Provision’ appeared in one of those, “The future of…” type articles, recently, and it got me thinking. As one manufacturer put it, the idea is that: “There will be no need to own a vehicle. View Article
MaritzCX
JULY 17, 2012
This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article. Retail
MaritzCX
JULY 17, 2012
This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article
MaritzCX
JULY 17, 2012
This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article
MaritzCX
OCTOBER 7, 2015
The confluence of these forces will fundamentally transform the face of retail, automotive, transportation, and other adjacent industries in just a few short years. The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information.
QuestionPro Audience
FEBRUARY 22, 2018
Replace: Do you like Chicago’s public transportation system? With: How likely are you to recommend the Chicago public transportation system to a friend? Conducting research studies are one thing, but conducting a survey that actually generates insightful data is another.
Wired and Dangerous
APRIL 11, 2016
I popped the obvious question–if customer service was a mode of transportation, what would it be? If you asked your customers to characterize the service they receive from you as a mode of transportation, what would they choose?
ReviewTrackers
MARCH 1, 2017
These hubs provide consumers with an experience in the future of transportation, according to Ford. FordHubs, which are smaller than most dealerships in a non-sales environment, is where consumers can receive education about the future of transportation.
Experience Matters
FEBRUARY 17, 2015
Our research also shows that out of all the industries, the construction sector has the highest percentage of engaged employees, while the transportation and warehousing sector has the lowest.
Kerry Bodine
OCTOBER 20, 2016
Prior to their experience in “the box,” they have to get to the museum, navigating San Francisco’s public transportation system or dealing with traffic and parking. This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites.
CX Journey
AUGUST 15, 2018
The audience was transported and mesmerized! Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?
Experience Matters
JULY 24, 2017
Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).
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