Appointments Are a Key Business Investment in the Experience Economy

Businesses already recognized the importance of appointments as an experience driver for customers and prospects before the pandemic.

Once the pandemic hit, however, the need and desire for appointments accelerated, and companies now see the ability to pre-book or schedule meetings as an integral part of providing personalized service to consumers. John Federman, CEO of JRNI, tapped Cimarron Buser, Founder & CEO of TASBIA (The Appointment Scheduling & Booking Industry Association) to share his insights about these increasing needs.

In working for an appointment and scheduling provider, Buser saw the need to educate companies on the value appointments could bring to their businesses, which led him to start TASBIA.

“I started the association last year with a two-fold mission,” Buser said. “First, to help appointment scheduling, booking, queuing and other similar technology providers that have common challenges, including trying to get access to industry information and trying to understand customer behavior. And, secondly, to promote the use of appointment scheduling to anyone interested. This is primarily business customers.”

Federman said that one of the trends he saw during the pandemic was the role of appointments transforming from a nice-to-have to a must-have for organizations in many industries. The usage of appointment features offered by companies also skyrocketed during this time.

“We’ve seen one top-10 U.S. bank increase their appointment volume by about 2,200%,” Federman said.

They went from 7,000 monthly appointments to 300,000 last month.

As the need for appointments increases, so does the efficiency. Businesses now strive to make the appointment experience as value-oriented for both sides as possible.

“Companies create a customer journey on the front end that asks a lot of questions, so that, when that appointment happens, the associate has all the information in hand,” Federman said. “That appointment is productive, it’s personal, it’s relevant and it delivers an experience that keeps people coming back.”

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

Marketplace Inclusion
How TEKsystems Uses Marketplace Inclusion to Drive Equitable AI Adoption
July 16, 2025

As organizations race to integrate AI into every corner of business, an equally urgent conversation is emerging: How do we ensure this adoption doesn’t widen existing equity gaps? AI is both a disruptive force and an opportunity engine, as recent data shows that AI adoption among HR professionals jumped to 72 percent in 2025, up…

Read More
storytelling
The Secret to Brand Loyalty: Why Storytelling Is the Best Way to Be Heard in a Crowded Market
July 16, 2025

In today’s fast-evolving digital marketplace, attention is scarce, and trust even more so. In an era of remote work, AI-driven marketing, and constant digital noise, storytelling has emerged as one of the most powerful tools to cut through the clutter. In fact, research shows that people who used storytelling techniques to remember information recalled seven…

Read More
hospitality career development
Leaders Driving Hospitality Career Development Must Embrace Tech, Inclusion, and Risk
July 16, 2025

The hospitality industry is under mounting pressure to modernize to meet guest expectations for seamless, tech-driven experiences and also develop leaders who can drive that transformation. According to Rackspace Technology, only 28% of travel and hospitality companies qualify as “AI leaders”— those aligning strategy, compliance, and training with real-world deployment. Another 28% remain in…

Read More
HR compliance
Seeing What Others Miss: The Art of Problem Solving in HR Compliance
July 16, 2025

In this episode of Professional Quotient: Conversations that Build Equity, host Jason Winningham sits down with Andrea Kilburn, the HR EEO and Affirmative Action Compliance Manager at EssilorLuxottica. Andrea has built her career on problem-solving, advocacy, and the power of precise thinking. Andrea shares her unique path from mortgage underwriting to HR compliance, and…

Read More