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

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

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

MaritzCX

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.

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.

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.

If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

Wired and Dangerous

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?

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.

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.

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 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.

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.

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

MaritzCX

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.

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. What is truly unbelievable is the situation with public transport in London. Many take public transport. Transport for London. I asked Transport for London (TfL) for a comment. British Transport Police.

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.

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.

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. How to complain when transport has been part of your package holiday. Further advice and help with complaining about 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.

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.

What will happen to consumer rights after Brexit?

Helen Dewdney

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. Brexit and EU consumer law. As of today Brexit is still a mess!

Coronavirus and travel – who’s taking advantage?

Helen Dewdney

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.

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.

Trends in Rail Technology

Lenati

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

Trends in Rail Technology

Connective DX

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

Reviewing Forrester’s 2019 New Tech Predictions — How’d We Do So Far?

Forrester's Customer Insights

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.

Thomas Cook on the cliff edge

Helen Dewdney

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.

4 Ways Location Intelligence Can Rescue Declining Auto Sales

Gravy Analytics

News Travel & Transportation News Dealerships Jeff White Location Intelligence LSA Insider MarketingRecent reports show that US auto sales suffered a significant decline in 2018, and it’s possible this slowdown will continue throughout 2019.

Sales 52

All you need to know about car purchasing, financing and garages

Helen Dewdney

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.

The journey ends – Malvern Group travel company goes under

Helen Dewdney

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.

Taken for a ride. Passenger complaints are up (& how you can get redress)

Helen Dewdney

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.

Rail Ombudsman is finally coming down the tracks – consultation closing soon

Helen Dewdney

In 2013 Transport Focus found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. Press release. Background.

Rail delay compensation – Light at the end of the tunnel?

Helen Dewdney

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.

Uber's Movement In The Right Direction

Forrester's Customer Insights

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.

Data 30

Aviation Festival Asia | 27.-28.2.2018

Happy or Not

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.

Maru/edr and Yodel win at UK Customer Experience Awards 2018

Maru/Matchbox

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.

Uber Shutters Self-Driving Truck Group; Autonomous Freight’s Future Remains Bright

Forrester's Customer Insights

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.

Valero Mystery Shopping Delivers Consistent Brand Experience and Increases Sales

MaritzCX

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.

Sales 260