ShepHyken

OCTOBER 19, 2018

The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Travel agencies and airlines can learn your preferred times of year to take vacations and favorite destinations to help you schedule your trips in the future.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

SharpenCX

OCTOBER 4, 2022

Enterprises in the airline, healthcare, and banking industries have all benefited from using Avaya’s solutions. Avaya was built to serve everybody: from the hair salon that needs 3 phone lines, to some of the biggest names in their respective industries.

Telecommunications 67

Telecommunications Airlines Enterprise Contact Center 67

Aspect

JUNE 4, 2020

For example, healthcare and government organizations observed a surge in customer demand for service while retailers, airlines and hospitality firms saw a significant drop in demand due to related lockdown measures. The most recent and relevant example of such sudden changes impacting organizations is the COVID-19 pandemic.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Hero Digital

JANUARY 16, 2019

Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. In the digital arena, in particular, discontent is high. Joining the Customer Experience Revolution.

Healthcare 49

Healthcare Airlines Wait times Analytics 49

Vcaretec

OCTOBER 8, 2020

If the airline described in the example above had been a (v)WeCare client, the frustrated customer would have quickly gotten through to a well-trained rep. Our agents are trained in the art of de-escalation and conflict resolution and are able to empathize with customers who are having a rough day and just want their problem solved.

Customer Support 59

Customer Support Automotive outsourcing Telecommunications 59

Revation Systems

JANUARY 12, 2018

Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking. So what does this shift in form and function mean for the customer experience?

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Interactions

APRIL 1, 2021

If an airline is experiencing severe delays due to a storm, they may use a proactive banner message to alert travelers. If you have an upcoming appointment, a healthcare provider may call you to confirm. They can come in forms of banner announcements, notifications, emails, texts, calls, or more. Here are some examples: .

Best practices 62

Best practices Airlines Healthcare Contact Center 62

The Petrova Experience

DECEMBER 29, 2020

In healthcare, scheduling an appointment on Zocdoc is a perfect example of self-service. And healthcare is still trying to figure out how to schedule doctor visits on websites or apps. The airline claimed boarding would be done with facial recognition (a contactless experience).

Self service 59

Self service Airlines Healthcare Transportation 59

Outsource Consultants

MARCH 16, 2020

College campuses are abandoned , sports teams are shut down, and airlines are seeing their lowest numbers since 9-11. Not surprisingly, industries feeling the impact first-hand like travel and healthcare are working hard to keep up with increased demand. A perfect storm for customer service. First, call volumes are on the rise.

At home agents 84

At home agents outsourcing Entertainment Airlines 84

The Petrova Experience

MAY 9, 2023

Hospitality is a cornerstone of customer experience in travel , healthcare, and across industries. As anyone in the airline industry understands, all too often, employees know immediately who those secret shoppers are. However, this is not the only problem with mystery shoppers for airlines and airports, retailers, and others.

Airlines 52

Airlines Healthcare Education Customer Experience 52

C Space

MARCH 27, 2020

as part of a new “A Free Pair for Healthcare” program. Over a thousand laid-off SAS airline workers in Sweden are being offered fast-track healthcare training to help Sweden’s beleaguered healthcare system to fight the coronavirus.

Healthcare 40

Healthcare Banking Airlines Chatbots 40

CSM Magazine

FEBRUARY 9, 2021

Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. Its client-base includes councils, healthcare companies, manufacturing businesses, food firms, retailers and other organisations across the UK, Ireland and internationally.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

CSM Magazine

FEBRUARY 16, 2018

This year’s People’s Choice winners, who will each receive the coveted crystal People’s Choice Stevie Award, are: Airlines, Distribution, Transportation: DHL Express Bangladesh. Healthcare/Pharma: Zelis Payments. Computer Hardware: Dell Technologies. Computer Services: Dell Technologies – Advanced Resolution Group.

Customer Service 40

Customer Service Transportation Telecommunications Airlines 40

ijgolding

JANUARY 14, 2019

At this point, I shall stop theorising and share some examples with you – examples that demonstrate that whilst we have been ‘talking’ about customer experience for seven years, sustainable, transformational change is still, for most, a distant aspiration: KLM Royal Dutch Airlines. Which airline(s) were the guilty party?

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

CSM Magazine

JUNE 25, 2020

The study includes results from leaders across retail, financial services, utilities, distribution, airlines and healthcare. The study surveyed UK and US contact centre managers to uncover perceptions about the changes accelerated by COVID-19 and identify expectations for the future industry landscape.

Airlines 52

Airlines Analytics Healthcare Surveys 52

C Space

MARCH 30, 2020

“We extend our deepest appreciation to the many healthcare providers and volunteers here and around the world who are doing so much to help affected patients and communities, and to our own employees who are focused on delivering our critically important medicines and vaccines to the patients who need them,” said Merck CEO Kenneth Frazier.

Healthcare 40

Healthcare Banking Government Transportation 40

Liveops

JANUARY 18, 2019

Airlines and others in the travel industry also hire lots of call agents who work from home. Liveops serves its clients in the travel industry and other sectors such as retail, insurance, healthcare, etc. Work is available nearly around-the-clock for clients in everything from healthcare to roadside assistance and retail.

Healthcare 92

Healthcare Airlines Finance Education 92

VHT

NOVEMBER 15, 2018

People turn to a live person when they have complex, sensitive or urgent issues, such as in financial services or healthcare. Airlines use proactive texts to keep people informed about plane schedules and send links for early check-in. Healthcare companies send appointment reminders with links for canceling and rescheduling.

Healthcare 48

Healthcare Airlines Construction Banking 48

JustCall

AUGUST 26, 2022

AT&T is the city’s ninth Fortune 500 company, followed by Tenet Healthcare, Energy Transfer Equity, Texas Instruments, Southwest Airlines, Jacobs Engineering Group, Dean Foods, Vistra Energy, Builders FirstSource, and HollyFrontier. Oil and technology are two of the most critical sectors in the Dallas, Texas, area codes.

voip 52

voip Banking Airlines Healthcare 52

Quiq

MARCH 24, 2020

In other cases, such as airlines, financial services, healthcare, education, and other industries, demand for support has spiked. The Coronavirus is sending the workforce home, straining supply chains, and in some cases, diminishing demand, making it more expensive for businesses to operate and harder to sell.

Contact Center 52

Contact Center Chatbots Airlines Call Center 52

C Space

JULY 2, 2020

United Airlines has announced that it would add nearly 25,000 flights in August, tripling the size of its schedule and flying roughly 40% of its fleet capacity when compared to August of 2019. American Airlines has announced the addition of nearly 1,300 new daily flights in July, up to nearly 3,500 flights from 2,100.

Airlines 52

Airlines Advertising Automotive Multichannel 52

The Petrova Experience

JUNE 10, 2021

Let’s assume you find out that your healthcare system only shares medical information in English. Without this step, the journey map would have been nothing more than a theoretical exercise with no real impact on the airline. But your population is comprised of primarily Spanish speaking consumers.

Journey mapping 52

Journey mapping Airlines Healthcare Banking 52

Quiq

MARCH 24, 2020

In other cases, such as airlines, financial services, healthcare, education, and other industries, demand for support has spiked. The coronavirus is sending the workforce home, straining supply chains, and in some cases, diminishing demand, making it more expensive for businesses to operate and harder to sell.

Contact Center 40

Contact Center Chatbots Airlines Healthcare 40

The Petrova Experience

OCTOBER 12, 2021

Below, an example from a healthcare organization, shows the journey map of an ophthalmologist visit. Internally, the airline needs to either trigger or execute the above-listed actions. The output of service design consists of new cross-functional meetings. These meetings boast well defined agendas, processes and procedures.

Customer Experience 59

Customer Experience Journey mapping Airlines Government 59

Pipkins

MARCH 20, 2017

Weather-related emergencies paralyzed major metropolitan areas, including New York City and Boston, knocking out electricity to more than half a million homes and shutting down airline travel for much of the country. Financial institutions, healthcare providers and public services are just some of the sectors that are needed in an emergency.

Workload forecasts 40

Workload forecasts Airlines Healthcare Customer Care 40

Smooch

APRIL 26, 2019

Facebook’s pivot from public news feed to private messaging comes at a time when messaging apps have superseded social networking apps in popularity, while Conversational Commerce gains traction in retail, healthcare, and finance. But nowhere is this more true than in the travel industry.

Entertainment 40

Entertainment Airlines Finance Healthcare 40

C Space

APRIL 9, 2020

“We hope that increasing the availability of fabric, non-medical grade face masks from Etsy sellers will allow more medical and surgical masks to reach the people who need them most: front-line healthcare workers. This is an unprecedented moment in time that will undoubtedly shape who we are as a society.

Entertainment 52

Entertainment Banking Airlines Construction 52

C Space

MARCH 17, 2020

Healthcare & Fitness. This sector has been particularly hard-hit, with airlines, travel companies and cruise lines among the worst affected by both the global pandemic’s travel bans and the stock price crash. It’s also giving employees one year of access to the meditation app, Headspace. Travel & Tourism.

Airlines 40

Airlines Government Construction Healthcare 40

CSM Magazine

MARCH 18, 2021

Glock: Every company with a large volume of dialogue across telecommunications, logistics, travel, banks, insurance companies, healthcare and government – all industries are recognizing the added value. An airline’s chatbot can answer everything about air travel, rebook tickets and accept food preferences.

Customer Service 75

Customer Service Chatbots Virtual Agent Contact Center 75

LiveChat

MARCH 23, 2019

According to the DA-14 research , chatbots are already transforming key industries like healthcare, banking, or retail. DialogFlow bots are employed by such heavyweights as Domino’s Pizza (14,000+ restaurants in 65+ countries) and KLM Royal Dutch Airlines (30+ million passengers annually).

Chatbots 72

Chatbots Engineering Airlines Construction 72

C Space

MAY 6, 2020

It’s offering free rides to healthcare workers, cleaning scooters more often, and hoping that now is a good moment to win some market share. A budget airline has announced six new short-haul routes from the UK’s Luton airport. Wizz Air , based in Hungary, will begin with a link to Faro in Portugal.

Government 52

Government Consulting Consulting Entertainment 52

LiveChat

MARCH 16, 2018

While a ride-hailing service like Uber uses SMS to keep customers up-to-date by sending car arrival estimates, a healthcare institution like the Arkansas Children’s Hospital uses it to reduce no-shows by sending appointment reminders. How would a certain SMS campaign be beneficial to your customer’s lives? How to get started.

Real estate 43

Real estate Airlines APIs Healthcare 43

HGS

SEPTEMBER 6, 2017

Dan Schulte, Senior Vice President, HGS Healthcare. Hospitals and health systems have made considerable investments in financial, clinical and technological processes that will support an evidence- and quality-based patient-centric healthcare experience. Adapting Value-Based Principles to the Patient Contact Center.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Bill Quiseng

JULY 18, 2017

Airline, gym, grocery store…pretty much all the same. Do you enjoy doing paperwork for insurance, healthcare etc? Companies today need to work harder. They don’t need to be the smartest or most talented. But they need to consistently jump out of bed ready to serve. Products and services are largely the same.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

CSM Practice

DECEMBER 29, 2020

And then there’s some of us who have businesses that serve airlines and governments, and entertainment like cinemas or retail and those of us who have these kinds of customers actually have been negatively impacted and are going through a shrinking market type of trends.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Comm100

AUGUST 23, 2018

In 2018, video customer service is being adopted in industries such as healthcare, travel, and hospitality. For healthcare professionals, customer service through video chat offers a way to treat patients face-to-face in a virtual setting. airline to offer customer service through video chat. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

HGS

OCTOBER 3, 2017

By Donna Martin, HGS Senior Vice President, Business Development, Global Healthcare. Just like you, your health system’s patients are consumers who shop at Amazon, purchase airline tickets, and stay at hotels for business and pleasure. Healthcare. How Contact Centers Impact Patient Experience. Assessing Your Patients’ Needs.

Contact Center 100

Contact Center Healthcare Business Process Outsourcing Self service 100