Steven Van Belleghem

JANUARY 23, 2023

Two ways to react to the same type of situation I want to illustrate with two incidents in everyone’s “favorite” places in international travel, which can really teach people a lot about customer experience and empathy: customs and security. Again, I was late to catch my transportation, a train in this case.

CX 98

CX Transportation Start-ups Customer Experience 98

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

CX 154

CX Transportation Finance Government 154

Conversocial

AUGUST 17, 2021

Whether it was people going on holiday, travelling for business or just commuting to the office, the number of journeys being made across the global transport industry has dramatically dropped since March 2020. At Conversocial, the majority of our partners in the transport sector fall within two categories - airlines and train operators.

Transportation 52

Transportation CX Customer Service Customer Experience 52

Steven Van Belleghem

MAY 29, 2022

In a world of increasingly orchestrated customer experiences, brands that understand how to stimulate serendipity can differentiate themselves from others, even if their products seem very “unexciting” at first. Or even that they transported 27.5 Bundle products. Or how they have been helping to try to change society.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

SugarCRM

JUNE 1, 2023

Process optimization and customer experience (CX) go hand in hand, although not many seem fully aware. Elmeq Motion , on the other hand, has seen the immense potential of articulated processes and the delivery of extraordinary experiences to its customers. Download our Case Study and get more insights!

Agriculture 26

Agriculture Pharmaceutical Customer Experience Transportation 26

DMG Consulting

OCTOBER 13, 2023

While the pundits are concentrating on the potential dangers of AI, there is a strong positive side to the equation: AI is and will continue to drive tremendous advancements and innovation in most aspects of our lives, including healthcare, financial services, manufacturing, telecom, education, government, transportation, and many other areas.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Zendesk

MAY 12, 2022

In fact, Wine.com features live chat sommeliers—wine experts with years of experience—alongside its customer support agents to help visitors make wine selections. One strategy that has improved the customer experience at Wine.com has been involving the leadership team in reviewing support interactions.

Net Promoter Score 52

Net Promoter Score CX Transportation Retail 52

Beyond Philosophy

AUGUST 20, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. The post Reviews Completed on Your Phone Are More Emotional appeared first on CX Consulting.

Transportation 348

Transportation Technology Technology Social Media 348

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. Why Organizations Struggle to Reduce Friction in Their CX.

CX 79

CX Transportation Retail Manufacturing 79

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

CX 51

CX Voice of the Employee Transportation Education 51

Beyond Philosophy

MAY 31, 2019

We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

Technology 95

Technology Technology Transportation Customer Loyalty 95

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

CX 40

CX Voice of the Employee Transportation Education 40

1 to 1

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. CX and EX, not one or the other Malala Yousafzai speaks at the Qualtrics X4 Summit.

CX 26

CX Healthcare Transportation Engineering 26

CX Journey

NOVEMBER 6, 2014

We consider costs for ground transportation, including rental cars, hotel rates, and park fees, never mind the “special fees” also known as bribes that one tends to be ordered to pay in certain locations. What VoC / CX technology and tools does your team own? On the surface, a guide seems like an expensive luxury we can do without.

VOC 68

VOC CX Data Mining Transportation 68

Zendesk

MARCH 6, 2023

But to make a good impression, passenger transportation companies need to take an honest look at their customer experience and prioritize needed changes to modernize their experience for the next generation of sightseers, vacationers, business travelers, and digital nomads.

Transportation 52

Transportation CX Omnichannel Social Media 52

Beyond Philosophy

AUGUST 21, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. The post Reviews Completed On Your Phone Are More Emotional appeared first on CX Consulting.

Transportation 179

Transportation Social Media Technology Technology 179

DMG Consulting

APRIL 20, 2020

It is also essential for delivering an outstanding customer experience (CX), as it determines the number of agents and skill sets needed to handle the projected volume of interactions. The question is how WFM can help with this challenge. We all know that WFM is the most important productivity tool in contact centers.

Contact Center 48

Contact Center Artificial Intelligence Transportation Gaming 48

Comm100

MAY 23, 2022

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it. Live chat improves CSAT and CX for current students, bringing us to our next point. Damaged CSAT.

Education 52

Education Transportation CX Start-ups 52

Qualtrics

MARCH 4, 2019

General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. government offices, providing transportation and office space to federal employees, and developing government-wide cost-minimizing policies. Hear more from Anahita at our X4 Summit. These regulations exist for a reason.

Government 40

Government Customer Experience Real Estate Agriculture 40

Beyond Philosophy

JANUARY 14, 2016

Transportation Secretary, Anthony Foxx, explained that it is the manufacturer’s obligation (by federal law) to report warnings about safety issues. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 101

Transportation Sports Engineering Sales 101

SugarCRM

NOVEMBER 9, 2022

Engenco, partnering with CRM Online Australia Pty Ltd , receives special recognition for their use of Sugar Mobile to support field-based team members providing a diverse range of innovative products and solutions for transportation. ” – Darren Flood, Managing Director, Evolution Marketing.

CRM 49

CRM Transportation Innovation E-commerce 49

Beyond Philosophy

MAY 7, 2020

Even the TSA (Transportation Security Administration) gets this idea of segmenting based on skills and experience. It is essential to ensure that customers have advocates within your company who look at things from the customer’s perspective, as opposed to everyone maximizing the benefit to the company with their every move.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Kerry Bodine

SEPTEMBER 27, 2017

In addition, my opinion of Ford has improved as the company positions itself as a champion of greener transportation options. Capital One acquired the experience design firm Adaptive Path several years ago, so it’s no surprise that the company is investing is experience-based marketing programs. Capital One.

Transportation 54

Transportation Start-ups CX Customer Experience 54

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. Other important influences either found footing, gained momentum, or added depth to the CX conversation.

Government 20

Government Customer Experience Transportation CX 20

CX Journey

AUGUST 15, 2018

And do you use it in your customer experience transformation efforts? Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could. Through storytelling, he.

Transportation 36

Transportation Customer Experience 36

TeamSupport

SEPTEMBER 21, 2018

It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today. Businesses are putting a lot of effort into ensuring that their customers not only enjoy their experience with a company or service, but that they want to share that experience with others.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74

CX Journey

DECEMBER 23, 2014

helps the audience understand conveys what the people of Pompeii thought, did, felt brings the event(s) or experience to life engages the audience facilitates empathy and understanding helps the audience/patrons connect draws the audience in transports the audience helps the audience relate teaches them Stories are pretty powerful.

Transportation 68

Transportation Customer Experience 68

C3Centricity

SEPTEMBER 14, 2020

Compete for customer experience…not CX…there’s a difference and one is customer-centered. Why should shopping be any different from transport today? ]. Customers are already ordering online from far and wide; pet care from Australia, fashion from France and technology from China.

Retail 77

Retail E-commerce Manufacturing Transportation 77

C3Centricity

APRIL 29, 2020

Compete for customer experience…not CX…there’s a difference and one is customer-centered. Why should shopping be any different from transport today? ]. Customers are already ordering online from far and wide; pet care from Australia, fashion from France and technology from China.

Retail 71

Retail E-commerce Manufacturing Transportation 71

Customer Bliss

MARCH 30, 2018

As many of us CX practitioners know and may have experienced firsthand, the airline industry faces numerous challenges in creating a customer experience that puts the customer first. Not only do individual airlines have their share of CX problems, but so do airports.

Customer Service 25

Customer Service Transportation Government CX 25

Qualtrics

MAY 12, 2021

Until roads, transport links, and communications networks improve, many of the region’s consumers will be too expensive to reach. No matter the medium – online, in-person, or on the phone – we found that human experience underpinned all the business successes of the last year. Watch how this trend unfolds in the future.

E-commerce 26

E-commerce Entertainment Transportation Customer Service 26

Zendesk

JUNE 14, 2021

Companies are increasingly trying to promote customer experience into a key selling point. And for good reason—the Zendesk Customer Experience Trends Report 2021 found that 75 percent of customers will pay a premium to buy from brands that provide a great customer experience.

Customer Experience 52

Customer Experience Omnichannel CX Transportation 52

Qualtrics

JUNE 6, 2019

He’s also the NY Times best-selling author of 6 books including Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth and Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Follow Jay for best practices in merging customer experience (CX) and BX. ( @jaybaer ).

Transportation 33

Transportation Entertainment Sports Social Media 33

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Whether you're just launching into your customer experience journey or are well on your way, storytelling is a valuable tool.

Transportation 50

Transportation CX Customer Retention Customer Experience Management 50

PeopleMetrics

MAY 12, 2022

Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customer experiences.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

Chip Bell

APRIL 14, 2020

Mattresses do not fold up to be neatly transported in the back seat of a car. With prior agreement from the furniture store, I mailed in a check for sixty dollars so my friend could pick up and transport the new mattress. Customers remember what you give them long after they have forgotten what you take from them.

Transportation 53

Transportation Customer Loyalty Retail Customer Experience 53