Design Lesson From… MA Department of Transportation

Experience Matters

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

New Technologies Transform Transportation Management

Forrester's Customer Insights

TMS used to streamline operations and reduce logistics costs. But in its journey to the cloud TMS embedded AI, added mobile geolocation. It shifted focus from cost to customer and employee experience. Age of the Customer

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Design Lesson From… MA Department of Transportation

Experience Matters

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

One of the Five Largest Transport & Logistic Companies in the World Launches an Efficient Closed Loop Feedback Programme

InMoment XI

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.

5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

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?

Transport for London unmoved on issue of equality

Helen Dewdney

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.

Keeping Pace in the New Transportation Space

North Highland

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.

The 15 top things other public transport users do that annoy us revealed

Helen Dewdney

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. Used to do it for work several years ago and was very glad when I changed jobs and was able to use the car! Nobody likes the tube but sometimes I am amazed at some people’s attitudes.

Via Transportation Selects Talkdesk to Support fast-growing customer service operations

Talkdesk

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.

Volkswagen Partners With Azure To Drive Transportation Innovations

Forrester's Customer Insights

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.

The New Dawn of Talent Management in the Transportation Industry

North Highland

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.

Next time you visit Dubai, take a public transport

Avaya

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.

New Tech: Transportation Technology And The Self-Driving Economy

Forrester's Customer Insights

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 […

One of the Fifth Largest Transport & Logistic Companies in the World Launches an Efficient Closed Loop Feedback Programme

InMoment XI

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.

Behind the Scenes of Government Social Media Customer Care

Russel Lolacher

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.

How can you measure customer satisfaction?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. CRM Customer experience Automotive Construction Energy Insurance Retail SMB TransportViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience.

CMA takes court action against rogue holiday traders

Helen Dewdney

Holidays and transport Latest News Legal Action TopicalToday (18 October 2021) the Competition and Markets Authority (CMA) has filed proceedings against Truly Holdings (TH).

Social distancing: The credibility and equality gaps

Helen Dewdney

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.

Social distancing: The credibility and equality gaps

Helen Dewdney

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.

Five Ways PSIM Can Bolster Public Transport Safety and Security

Customer Interactions

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 Security Administration criticized for poor customer service

Service Untitled

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.

Are we nearly there yet? Saving money holidaying in the UK

Helen Dewdney

Holidays and transport Latest News ways to save moneyGoing anywhere nice this year? The UK is bracing itself for news of the lifting of national and international COVID-19 travel restrictions as early as 7 May 2021.

What is the purpose of customer experience management?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Customer experience Automotive Construction Energy Insurance Retail SMB TransportViiBE Blog. What is the purpose of customer experience management? Customer experience.

CEM 52

What is a multi-tenant cloud?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Customer experience Remote operations Technology Automotive Construction Energy Insurance Retail SMB TransportViiBE Blog. What is a multi-tenant cloud? Customer experience , Remote operations , Technology.

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Top 5 Best Practices to Reduce Truck Roll in 2021

ViiBE Blog

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.

What is CRM integration and why is it useful?

ViiBE Blog

Automotive , Construction , Energy , Insurance , SMB , Transport. Call Center Customer experience Remote operations Technology Automotive Construction Energy Insurance SMB TransportViiBE Blog. What is CRM integration and why is it useful?

Travel in the time of Coronavirus – Your rights explained

Helen Dewdney

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.

What is a contact center?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Call Center Customer experience Remote operations Automotive Construction Energy Insurance Retail SMB TransportViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations.

What are the different kinds of top cybersecurity companies?

ViiBE Blog

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Customer experience Technology Automotive Construction Energy Insurance Retail SMB TransportViiBE Blog. What are the different kinds of top cybersecurity companies? Customer experience , Technology.

Travel in the time of Coronavirus – Your rights explained

Helen Dewdney

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.

All you need to know about your consumer rights and travel

Helen Dewdney

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.

CMA steps in where the CAA fears to tread

Helen Dewdney

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

Innovation interviews: Architecting innovation with UP

PK

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 […].

VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) 

ForeSee

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.

Trends in Rail Technology

Connective DX

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

Thomas Cook collapse – your rights on your holiday booking

Helen Dewdney

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.

Work Smarter by RePurposing your Digital Content

Russel Lolacher

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