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.

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.

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.

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? 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

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 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.

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.

Innovation interviews: Architecting innovation with UP

Lenati

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 […].

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 […

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.

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.

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.

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. 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.

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.

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! Social distancing: The credibility and equality gaps public transport issues. Holidays and transport Latest News coronavirus covid-19 flight cancellations holiday cancellations refunds for cancelled holidays

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.

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.

Trends in Rail Technology

Lenati

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

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

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. 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.

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.

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. 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 […].

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. 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.

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. And many of these people are voicing their dissatisfaction with the poor response from their airlines. Airlines – what are they doing about refunding?

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. 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!

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. To combat this trend, car brands are juggling traditional marketing tactics and troves of consumer data in an effort to position themselves at the perfect spot in the funnel during the buyer’s journey.

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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. 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.

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.

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. Anthony Smith, chief executive of Transport Focus, said: “For passengers, it’s all about performance – these value for money scores reflect patchy reliability. take it further through Transport Focus or if inside London, London Travel Watch or the Small Claims Court. Transport Focus press release in full.

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.

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