The State of CX in the Transportation Landscape in 2022

The evolution of customer experience in transportation

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The State of CX in the Transportation Landscape in 2022
Contact CentreInsights

Published: November 3, 2022

Rebekah Carter

Improving customer experiences is a goal virtually every company is working towards right now. According to studies, around 60% of consumers have increased their CX standards in recent years, and many organisations are struggling to keep up with new demands.

For transportation companies, CX is essential to ensuring consumers continue to take advantage of transport services and solutions. Deloitte notes today’s transportation agencies, as well as the broader mobility ecosystem, are beginning to place more emphasis on the importance of CX to business success. Fortunately, these companies are rapidly gaining access to a wide variety of innovative tools, perfect for enhancing customer interactions.

With intelligent virtual assistants to automate journey planning, in-depth analytics and reporting tools, and platforms for managing the workforce, transportation companies can stay one step ahead of the evolving trends. Here’s how CX is evolving in the transportation space for 2022 and beyond.

The Potential for CX in the Transportation Sector

Today’s consumers are searching for safety, simplicity, and efficiency in interactions with every brand. Whether it’s a B2B company interacting with logistics brand, or a B2C client leveraging a public transportation forum, every consumer wants a streamlined experience. This means transportation companies need to double down on their CX investments.

The right Customer Experience tools, from contact centre as a service solution, to state-of-the-art CRM tools, provide transportation vendors with more opportunities to delight their user base, and attract new customers. At the same time, these tools can allow for deeper insights into business operations, leading to more lucrative investments.

Here are just some of the biggest benefits of implementing CX in the transport sector.

  • Improved customer engagement: With access to CX tools like CCaaS software, companies in the transportation field have more ways to connect with their audience. A contact center in the cloud makes it easier to address customer concerns and requests across multiple channels. Companies can even send mass SMS messages to users letting them know about changes in travel plans, or potential logistics issues. This allows for better customer engagement.
  • Enhanced team productivity: Like any business, transportation companies are reliant on an efficient and productive workforce to deliver excellent results. CX solutions can assist in enhancing and empowering members of staff in a variety of different ways. Customer service teams can access omnichannel communication tools for interacting with clients, while gathering insights into segments from CRM technology.
  • Better team management: CX solutions can also include workforce management and engagement tools, designed to help companies make the most out of their labour resources. With workforce engagement tools, business leaders can ensure the right professionals are on-hand to deal with the correct shipments and services each day. Useful real-time and historical insights can even make it easier to prepare for spikes in demand.
  • Enhanced decision-making: A comprehensive CX environment provides insights into the customer journey and experience through every stage of the funnel for transportation companies. Since the majority of organisations today are competing on the basis of customer experience, these insights can be extremely valuable in making crucial decisions about how to enhance services and support.

Trends Driving CX in the Transportation Sector

Like many sectors in the last few years, the transportation industry is currently moving through a period of rapid transformation, innovation, and discovery. The rise of new AI-enhanced vehicles, the Internet of Things, and even 5G connectivity are all having an impact on how businesses can understand and serve their customers.

In a post-pandemic landscape, transportation companies will need to leverage the latest trends in the CX space to ensure they’re keeping up with customer expectations on a massive scale. Just some of the critical trends likely to influence CX in the transportation sector include:

  • 5G and IoT: Better mobile connectivity and smart devices and tools will likely play an important role in the future of transportation. 5G-connected IoT sensors and beacons on public transportation systems, for instance, can provide data directly to the customer service team in a CCaaS environment. This will allow companies to give their customers real-time feedback on when a vehicle or service is due to arrive at its destination.
  • Artificial Intelligence: AI is quickly having a massive impact on virtually all companies in today’s evolving world. A transportation system enabled with artificial intelligence and linked to the CX environment can allow companies to leverage better insights into the customer experience journey, and how it can be improved. Data and analytics may even assist with providing real-time insights into journeys and travel time, to help business leaders devise plans of improving customer service.
  • Detailed analytics: The analysis of customer conversations, with access to sentiment analysis tools and AI will help business leaders to create more effective systems for customer service. Detailed analytics can help with the development of personalised service and support solutions for different audience segments. These analytics can also assist with the management of teams, to make professionals in the transportation sector more efficient, productive, and timely.
  • Self service travel: Self-service solutions in travel are becoming increasingly common in a post-pandemic environment, where users are trying to reduce face-to-face interactions. According to some research, around 74.8% of consumers in the transportation landscape are looking forward to the wider use of self-service tools. What’s more, over 3 in 4 respondents say they are looking forward to biometrics for passenger identity verification and touchless technologies for safer travel.

Looking Ahead with CX in Transportation

While the transportation environment hasn’t always moved as quickly as other sectors when it comes to new and innovative CX solutions, this could be about to change. As consumers become more demanding, and expectations continue to evolve in the transportation space, many vendors will be embracing new technology at a rapid scale.

The transportation companies with the best customer experience strategies will be able to outshine the competition, and maintain high revenues in a competitive industry.

 

 

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