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

Transportation 183

Transportation Customer Connectedness Customer Experience Design Innovation 183

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

Transportation 139

Transportation Customer Connectedness Customer Experience Design Innovation 139

MaritzCX

JULY 24, 2019

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Transportation 200

Transportation Feedback Company Strategy 200

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. Claire wrote to TFL about the issues and after chasing twice finally got a response from London Transport over three weeks later. Share your stories of transport and discrimination in the comments below.

Transportation 45

Transportation Travel Training Policies 45

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. How do you create great service for such a complex system?

Transportation 116

Transportation Industry Guidelines Roadmap 116

North Highland

MARCH 25, 2019

Mastering the art of change management at publicly-run transportation agencies. Federal, state and local public transportation agencies , are not immune to these challenges. Moreover, competition for market relevance is forcing transportation-based organizations to face the very real possibility of a workforce shortage as retiring employees can’t be replaced. Government transportation agencies need to adapt with the times, because disruption isn’t coming, it’s already here.

Transportation 40

Transportation Government Industry Management 40

Talkdesk

JUNE 5, 2019

Talkdesk customer Via Transportation, Inc. is a transportation network company and real-time ridesharing company headquartered in New York City. The post Via Transportation Selects Talkdesk to Support fast-growing customer service operations appeared first on Talkdesk. Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered.

Transportation 55

Transportation Contact Center Travel Innovation 55

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? It all started with a party game… Those funny “what if” social games that get sillier with late night exuberance and adult beverages. What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If

Transportation 81

Transportation Customer Experience Innovation Connections 81

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.

Transportation 31

Transportation Innovation Examples Company 31

North Highland

MARCH 26, 2019

The transportation industry can combat impending workforce shortages through strategic talent management approaches…. While change is always a constant, the sheer pace of change the transportation industry is currently facing is unprecedented, and prompting major innovation. Trucking companies exemplify the need for a talent management evolution within the transportation industry.

Transportation 40

Transportation Industry Social Media Policies 40

Avaya

MAY 4, 2016

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). The RTA has a wide remit including Dubai’s Metro, public buses, private road vehicle registration, traffic management and more, so it has a diverse customer base negotiating Dubai’s busy transport system, with a volume of customer enquiries to match.

Transportation 42

Transportation Multi-Channel Government Technology 42

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. While conducting the research in the year leading up to that publication, the news cycles were sparsely populated (at best) with stories of the marvel of self-driving cars. We are […

Transportation 31

Transportation Report Technology 31

Russel Lolacher

MARCH 2, 2021

Recently I was invited to take part in two interviews, one for CX Buzz and one for CX Quick Tips, where I shared a bit about our team’s work for the BC Ministry of Transportation.

Social Media 52

Social Media Government Customer Care Transportation 52

MaritzCX

JULY 24, 2019

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Transportation 40

Transportation Strategy Feedback Company 40

Helen Dewdney

MARCH 25, 2020

Public transport contributes to the spread of coronavirus/ COVID-19. Many commuters still using public transport are construction workers — mostly self-employed contractors working on sites that the government has allowed to remain open. Many take public transport.

Transportation 70

Transportation Government Travel Training 70

Helen Dewdney

MARCH 25, 2020

Public transport contributes to the spread of coronavirus/ COVID-19. Many commuters still using public transport are construction workers — mostly self-employed contractors working on sites that the government has allowed to remain open. Many take public transport.

Transportation 70

Transportation Government Travel Training 70

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.

Transportation 30

Transportation System Travel ROI 30

Lenati

SEPTEMBER 21, 2020

Articles Digital Engineering Innovation Transportation and Logistics AutomationIt’s not often that a business partnership lasts for over a decade, but that’s what happens when you make the commitment to continuously innovate end-user experiences. In my latest Innovation […].

Innovation 52

Innovation User Experience Transportation 52

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. It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument.

Transportation 44

Transportation Poor Customer Service Airlines Insurance 44

Helen Dewdney

APRIL 13, 2020

The International Air Transport Association (IATA) says that the sector is looking at a loss of $252bn (£202bn) should the lockdown last three months. And, unless you are a key worker, do not use public transport and stay the hell at home! Coronavirus has brought chaos to the world.

Travel 85

Travel Airlines Transportation Insurance 85

Helen Dewdney

MAY 13, 2019

Transport for London unmoved on issue of equality Story about equality and Transport for London. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. How to complain when transport has been part of your package holiday. Further advice and help with complaining about transport.

Travel 64

Travel How To Airlines Consumers 64

Helen Dewdney

APRIL 13, 2020

The International Air Transport Association (IATA) says that the sector is looking at a loss of $252bn (£202bn) should the lockdown last three months. And, unless you are a key worker, do not use public transport and stay the hell at home! Coronavirus has brought chaos to the world.

Travel 85

Travel Airlines Transportation Insurance 85

Helen Dewdney

DECEMBER 16, 2020

The Civil Aviation Authority (CAA) should be the regulator for air transport in the UK. The other regulators, such as Ofgem (Energy), Ofcom (Telecoms) or the Office of Rail and Road (Transport) are able to enforce the law themselves. ADR Ombudsman Business Latest News Transport

Airlines 44

Airlines Travel Consumers Transportation 44

ViiBE Blog

DECEMBER 21, 2020

Transport Customer Experience TechnologyWhat is a Truck Roll? A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement. The problem posed by truck rolls.

Transportation 52

Transportation Average Handle Time Metrics Customer Satisfaction 52

Helen Dewdney

SEPTEMBER 23, 2019

You may have booked a church, reception room or additional transport as part of your travel plans. Holidays and transport Latest NewsThomas Cook goes into administration. It was announced this morning (23 September 2019) that Thomas Cook has gone into administration, leaving tens of thousands of holidaymakers stranded abroad and around one million facing cancelled holidays. Current situation. All Thomas Cook flights have been cancelled.

Airlines 64

Airlines Travel Insurance Hotels 64

Helen Dewdney

APRIL 17, 2020

Holidays and transport Latest News coronavirus covid-19 flight cancellations holiday cancellations refunds for cancelled holidaysIt would be hard to find anyone not negatively affected in some way by the Coronavirus. Many people have seen their long saved for holiday plans disappear overnight.

Travel 66

Travel Airlines Tourism Government 66

Helen Dewdney

APRIL 17, 2020

Holidays and transport Latest News coronavirus covid-19 flight cancellations holiday cancellations refunds for cancelled holidaysIt would be hard to find anyone not negatively affected in some way by the Coronavirus. Many people have seen their long saved for holiday plans disappear overnight.

Travel 66

Travel Airlines Tourism Transportation 66

Connective DX

FEBRUARY 20, 2020

Transportation and Logistics Rail Railroad Security OPSOpportunities and risks for tech in the rail industry.

Trends 56

Trends Technology Transportation Travel 56

Lenati

FEBRUARY 20, 2020

Transportation and Logistics Rail Railroad Security OPSOpportunities and risks for tech in the rail industry.

Trends 56

Trends Technology Transportation Travel 56

Helen Dewdney

JUNE 17, 2019

If you have missed a connecting train due to the cancellation or delay, you can claim a refund for the unused part of the journey should you not go on a later train or have to use an alternative form of transport. Complaining about faulty goods Holidays and transport Online shopping and deliveries Brexit consumer law and the EUBrexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK.

Consumers 64

Consumers Government Travel Transportation 64

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. We recently sat down with TransPennine Innovation Manager Colin Kelly to discuss how his organization. The post VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) appeared first on ForeSee.

Innovation 40

Innovation Training Measurement Customer Satisfaction 40

Helen Dewdney

SEPTEMBER 20, 2019

Holidays and transport Latest NewsOperation Matterhorn gears up to rescue stranded passengers. The travel company Thomas Cook is in serious financial trouble. Unless it can find £200 million in extra funds to secure its future, it could fall into administration this weekend. This morning Thomas Cook shares, which have dropped 92% in value over the past year, hit a record low. News broke on Thomas Cook was in financial troubles.

Banking 53

Banking Government Social Media Financial 53

Forrester's Customer Insights

MAY 15, 2019

age of the customer emerging technology Manufacturing predictions 2019 retail transportation & logisticsBack in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them. Additive manufacturing will save […].

Marketing 37

Marketing Transportation Retail Technology 37

Russel Lolacher

SEPTEMBER 3, 2020

Social Customer Care 10x communications content strategy digital communications digital government Lions Gate Bridge repurposing social content transportation video

Transportation 74

Transportation Infographics Social Media Resources 74

Helen Dewdney

MARCH 25, 2019

Cars and garages Financial issues Transport ways to save money buying a car Cars consumer rights financing a car secondhand car using a garageHow to buy and/or complain about a new or secondhand car and/or a garage. Purchasing a car, second to your own home is probably the biggest purchase many of us will ever make. Most purchases go smoothly although it may not seem like it!

Insurance 54

Insurance Comparison Tips Banking 54

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.

Transportation 65

Transportation Training Airlines Exercises 65

Helen Dewdney

AUGUST 2, 2019

If you get into any problems with transport or accommodation please contact ABTA for advice. Holidays and transport Latest NewsWhat you need to know when a holiday company goes bust. It was announced today (2 August 2019) that the Malvern Group have ceased trading. The failed company encompasses a number of holiday brands, including Late Rooms, based in Manchester and Mini Holidays, also known as Super Break, based in York.

Travel 42

Travel Groups Airlines Hotels 42