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

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?

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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

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.

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.

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.

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.

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.

2012 44

Trends in Rail Technology

Connective DX

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

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

2020 74

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

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.

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 […].

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.

2018 40

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.

2013 30

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 […].

2019 37

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.

2018 40

Masks cannot hide your smile

Customer Enthusiast

And after the virus has passed, we’ll continue to see masks worn voluntarily on airplanes, public transportation, and in other densely populated settings. […]. I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience.

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.

2017 32

On Kitties and Customer Experience…Making Things More Human

MaritzCX

This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article. Retail

2012 200

On Kitties and Customer Experience…Making Things More Human

MaritzCX

This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article

2012 200

On Kitties and Customer Experience…Making Things More Human

MaritzCX

This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article

2012 200

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.

2017 21

Cargo loyalty emerges to help aviation attract business

LoyaltyPlus

Aviation-focused online media confirms how loyalty programmes are now intrinsically part of cargo transport. Travelstart quoted the International Air Transport Association (IATA) as having said that Africa airlines could lose over R74 billion in 2020.

2021 52

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. For more information about the Aviation Festival Asia 2018 event, please click HERE. Chris Armstrong, Regional Director (Asia) will be moderating panel discussion: Creating a seamless on-the-ground experience. More about the […]. The post Aviation Festival Asia | 27.-28.2.2018

2018 28

What’s Your Customer’s Panic Question?

Myra Golden

She’d also need to know how she’s going to transport her husband to the facility. Mom, the rehab center will send a van to transport Dad from the hospital to their facility. Why not preempt questions and fear by stating up front that the hardest part, that the transport from the hospital to the rehab center is taken care of? After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away.

Temkin Experience Ratings Industry Snapshot: Rental Cars

Experience Matters

Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More.

2018 54

The Arctic Circle of Trust – what Nordic culture teaches the travel industry 

Happy or Not

In the newly released guest article for leading travel industry outlet, Travolution, our CEO and Founder Heikki Väänänen looks at prevalent aspects of Nordic culture which have shaped attitudes to transportation and customer service.

Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience.

2021 81

Why Ford is Building an Engaging Customer Experience

ReviewTrackers

These hubs provide consumers with an experience in the future of transportation, according to Ford. FordHubs, which are smaller than most dealerships in a non-sales environment, is where consumers can receive education about the future of transportation. We are a transportation company that provides transportation solutions for today and for tomorrow and give people access to what they want on their terms.”.

2017 77

Stop Reading From The Script!

Hyken

Maybe call for an Uber or help find some other form of transportation to get her customer home safely. This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father.

2021 91

CX Storytime Tale of Have Wine, Might Travel

Russel Lolacher

How were they to transport all that wine, safely? The idea of trying to arrange special transport for wine home just seemed too much until she told them of their free service. Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience.

How Haulage and Delivery Drivers Have Helped During COVID-19

CSM Magazine

Haulage and delivery drivers are recognised as essential workers, this also includes transport workers in air, water, road, rail, and freight. Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons.

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. Today, Valero sells products to both the wholesale rack and bulk markets, and approximately 7,400. View Article. Energy/Utilities

2017 200