Wavetec Blog

About Wavetec Blog

Wavetec is a global leader in transforming customer experience and journey by offering technological solutions. Our corporate bloggers combines customer experience thought leadership helping companies embed technological solutions to build/improve critical competencies such as customer flow, customer engagement, customer-centricity and onmi-channel experience.  

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Tobias Bessone

Tobias Bessone
Deputy CEO Wavetec

Is a renowned industry professional in the customer experience solutions industry. He has an obsessive passion for customer facing technologies that help corporations improve their service areas & customer experiences. He consults to some of the world’s largest brands on their customer experience strategy and journey; his focus areas are New Product Development and Customer Journey Design.

Recent Posts

Jim Shields joins Wavetec blogs as Industry Contributor

[fa icon="calendar'] Mar 25, 2016 4:48:42 PM / by Tobias Bessone posted in Customer Experience

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We proudly welcome Jim Shields as an Industry Contributor to our Blog. With a vast experience of working with entities in the retail sector, Jim has gained a comprehensive understanding of the complexities of the retail sector and how it works.

Jim is A Retail Consultant and runs his own company “Business & Market Development Ltd.”

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Psychology of Queues

[fa icon="calendar'] Sep 29, 2015 10:12:00 AM / by Tobias Bessone

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Managing Queues is a science. You have to understand how customers perceive queues to be able to manage them smoothly. With increasing pressures on time, customers are becoming wary of queues, and try to avoid them. Keep your fingers on the pulse of queues, and find out why customers react to queues the way they do, and check out the diverse technologies that can help you deal with the psychology of waiting time efficiently.

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Anatomy of Waiting 101

[fa icon="calendar'] Sep 10, 2015 10:26:00 AM / by Tobias Bessone

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Every day, millions of customers wait in line, from driving to work to checking out at a retail store. True reality about waiting lines- pervasive and unavoidable! Given the dynamism of business and competition today, a customer waiting customer is potentially a lost customer.

Customer wait time is primarily affected by the poor design of waiting line system. A waiting line system, which is also referred as a queuing system is made up of customers and the service system. Understanding the pitfalls of poor customer satisfaction which results from long queues is essential for any customer experience professional.

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Considerations on choosing the right queuing system

[fa icon="calendar'] Sep 4, 2015 10:44:00 AM / by Tobias Bessone

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Standing and waiting to be served is no longer an option for today’s fast paced customer. Numerous service centers and environments are transforming their customer experience by adopting a virtual queuing system to mange long waits.

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Design and its impact on business results

[fa icon="calendar'] Aug 13, 2015 2:42:00 PM / by Tobias Bessone posted in Service Area Design

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Steve Jobs, is an icon who achieved worldwide recognition due to his focus on design which is visible in Apple’s brand identity and the company’s high level of sophistication in its product portfolio. On one occasion he quoted “Design is not just what it looks like and feels. Design is how it works”.

To state, design is reflected in everything we do in our daily life is not new. Objects, scenarios, interactions are all included in this idea, although it is normally associated with aesthetic appearance.

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