Are you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?

Posted by Sven-Olof Husmark


As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being something that only ‘sophisticated’ retailers pursued to something most retailers today recognize as vital to their business.

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Topics: omnichannel

Your Path to Success is Paved with Customer Journey Intelligence

Posted by Sven-Olof Husmark


Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing and waiting for the service they need from a provider.

Adrian Swinscoe is a consultant, researcher, economist, and former teacher who – like Qmatic – cares deeply about helping organizations provide the greatest possible experience for their customers and teams. He has written extensively on the human experience element of queuing and the customer journey. In this 2016 Forbes piece, he observes (rightly) that organizations can not take a “purely rational and efficiency based approach as this ignores the emotional impact of any new queuing system.” He shares a few examples of companies that focused too much on things like perceived fairness in the waiting time, placing monetary value on the freedom to wait for service out of line, or compensating people for giving up their spot in a queue.

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Topics: Customer Journey Intelligence

This is a Great Experience for the World

Posted by Sven-Olof Husmark


September 27th through 29th marks the customer experience event of the year. Great Experience 2016 is Qmatic’s annual client and partner event where we explore the most creative current and emerging ideas for the Age of the Customer. More than 300 participants from across 50 countries will come together in beautiful Barcelona, Spain to discuss technology, market opportunities and solutions for producing a seamless, personal customer journey that spans online and face-to-face interactions. 

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Topics: Great Experience

Why Speed and Clarity are Vital to Great Patient Care

Posted by Sven-Olof Husmark


It’s been said that we suffer from a “perennial time-scarcity problem.” We’re busy at work. We’re busy at home. And among working parents – who have to care for their own health and the wellness of their children, time poverty present a real threat to health and wellbeing. It’s no surprise that consumers are demanding products and services faster. And across most segments, organizations are trying to keep up with this ever-increasing pace.

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Topics: Healthcare

What Are You Waiting For?

Posted by Jeff Green


recently posted a podcast and article called “What are you waiting for?” The piece theorizes that standing in
lines is a “sloppy — and frustrating — way for supply and demand to meet.” It offers some provocative thinking about why people wait in lines and the value of doing so.

Shortly after it posted, I was meeting with an executive from one of our key clients in the Motor Vehicle space. He asked if I had seen the article and if I had any thoughts on it. Qmatic is the leading customer journey management technology solution provider in the world so of course, I did. Much of what drives innovation at Qmatic comes directly from our insights about managing physical experiences that involve lines.

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Topics: Customer Experience, Public, dmv

6 Ways Consolidation Creates Savings and Success for Government Agencies

Posted by Sven-Olof Husmark


Around the world, municipal agencies are trying to manage high service expectations from constituents. They are striving to do more – for more – with limited resources. And they are taking steps to ensure their efforts are meaningful and transparent.

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Topics: Consolidation, Government