The Northridge Group

NOVEMBER 30, 2021

Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. The associates in the airline contact centers get stressed anticipating the angry calls they are going to receive. Customer pain points are also pain points for customer service associates.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

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

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

CSM Magazine

FEBRUARY 5, 2025

Example : An airline customer requesting reimbursement for a canceled flight speaks with a human agent after the chatbot collects all necessary information, such as flight details and refund eligibility. Healthcare providers leverage AI for appointment scheduling while agents assist with patient inquiries.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Inbenta

JUNE 30, 2021

Gol Airlines. Chatbot examples in the healthcare industry. Gol Airlines. As one of the major Airlines in South America and Brazil, Gol Airlines was struggling to keep up with responses for all customer support requests. Some of the great features: It is connected with the Airlines systems. TravelClub.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

AWS Machine Learning

JULY 10, 2024

Write a response that appropriately completes the request.", "messages": [ {"role": "user", "content": "instruction:nnSummarize the news article provided below.nninput:nSupermarket customers in France can add airline tickets to their shopping lists thanks to a unique promotion by a budget airline.

APIs 129

APIs Airlines Metrics Engineering 129

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 283

Customer Experience Wireless Airlines Education 283

Fonolo

NOVEMBER 29, 2023

Scenario: A customer is trying to book an airline ticket but has questions about the luggage allowances and calls the airline service center with several questions. The transaction is resolved quickly, in a friendly, encouraging fashion that leaves the customer feeling positive about the airline they’ve chosen.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

CSM Magazine

JULY 19, 2024

Major customer service disruptions: Airlines : Major airlines like Southwest and United Airlines experienced significant disruptions, leading to delayed and canceled flights. Healthcare : Hospitals and clinics using Microsoft systems for patient records and communication experienced delays and disruptions.

Airlines 52

Airlines Customer Service Banking Entertainment 52

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

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

OCTOBER 22, 2020

In other words, American Airlines could sit on a panel with me, the JetBlue Airlines speaker, and say “We are not really investing in Customer Experience per se. ” Today, if American Airlines says that on stage, they will be on the news tomorrow. Consumerism Has Finally Come to Healthcare.

Customer Experience 52

Customer Experience Airlines Healthcare Chatbots 52

Hero Digital

FEBRUARY 7, 2020

The company provides a transformation solution to the overloaded healthcare sector, resulting in membership growing by 300% in the last five years. Delta Airlines, a brand that almost went bankrupt 15 years ago, also got a shout-out for reforming its business through redefining hospitality for the modern traveler in the digital age.

Airlines 52

Airlines Healthcare Banking Customer centricity 52

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 Banking Multi-channel support 48

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

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

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

REVE Chat Blog

DECEMBER 5, 2019

Chatbot examples: KLM Royal Dutch Airlines – Enhance your customer service with multilingual Facebook bot. KLM is the oldest airline in the world. Chatbot examples: Babylon Health – AI for Healthcare . The healthcare industry has an innovative opportunity to capitalize on chatbots.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

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 45

Self service Airlines Healthcare Transportation 45

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

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

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

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 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

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

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

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 Airlines Engineering Construction 72

Comm100

JANUARY 5, 2021

Attackers may also extort organizations that handle sensitive data such as law firms, governmental organizations, and healthcare institutions, by threatening to make customer data public if no ransom payment is made. In 2019, Delta Airlines sued their chatbot provider over a data breach that occurred in 2017.

Chatbots 52

Chatbots Airlines Banking SaaS 52

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

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

MAY 22, 2020

United Airlines has announced a new sanitization and cleaning initiative called United CleanPlus that will include a partnership with the cleaning products company Clorox. The airline will work with Clorox to “enhance” its cleaning program and to “redefine” disinfection procedures. Perhaps it will run at 30% capacity.

Airlines 52

Airlines B2B B2C Entertainment 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

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 40

Airlines Healthcare Education Customer Experience 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 45

Customer Experience Journey mapping Airlines Government 45

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 40

Journey mapping Airlines Healthcare Banking 40

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