Expert insights. Personalized for you.
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. MORE
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. MORE
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. 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. How do you create great service for such a complex system? 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). 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. MORE
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. MORE
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. 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. 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. MORE
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 […]. MORE
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. 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
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. MORE
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 MORE
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. MORE
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. 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. 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. 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
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! MORE
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. MORE
Transportation and Logistics Rail Railroad Security OPSOpportunities and risks for tech in the rail industry. 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? 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 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. 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 [… MORE
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 […]. MORE
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. MORE
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. MORE
Transportation and Logistics Rail Railroad Security OPSOpportunities and risks for tech in the rail industry. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. 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. 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. MORE
Social Customer Care 10x communications content strategy digital communications digital government Lions Gate Bridge repurposing social content transportation video 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. 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. 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
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. MORE
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 MORE
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Forrester's Customer Insights
JULY 12, 2021
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
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
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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
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.
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.
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?
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.
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. 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.
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.
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.
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.
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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.
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 […
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.
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.
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.
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.
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.
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.
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 […].
Helen Dewdney
MAY 7, 2021
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.
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.
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.
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.
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
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.
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.
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.
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.
Connective DX
FEBRUARY 20, 2020
Transportation and Logistics Rail Railroad Security OPSOpportunities and risks for tech in the rail industry.
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.
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.
Lenati
FEBRUARY 20, 2020
Transportation and Logistics Rail Railroad Security OPSOpportunities and risks for tech in the rail industry.
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.
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 […].
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!
Russel Lolacher
SEPTEMBER 3, 2020
Social Customer Care 10x communications content strategy digital communications digital government Lions Gate Bridge repurposing social content transportation video
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