Customer Think

MAY 6, 2024

When we left Massachusetts, the calendar said early April, the grass and gardens were still dormant and the weather felt like mid-January with some games played in 25-degree wind chills! We were away for most of April, watching our son play his senior year of college baseball. When we returned home three weeks later, we […]

Gaming 59

Gaming Sales 59

Customer Think

MARCH 16, 2023

As a Nor'Easter barreled across Central Massachusetts today, a few interesting storm-related happenings were analogous to some sales-related occurrences.

Sales 64

Sales 64

Fonolo

NOVEMBER 13, 2018

Where: Foxborough, Massachusetts. An added bonus? Fonolo will be exhibiting its call-back solutions there! So: Save the date, as you don’t want to miss the 2019 iteration. When: June 11, 2019. Follow NECCF on Twitter here. . Customer Contact Week (CCW). CCW is the world’s largest customer contact event series and a definite must-attend.

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Logicalware

JUNE 6, 2022

The first chatbot in the history of Computer Science, named ELIZA, was developed by Joseph Weizenbaum in the early 1960s at Massachusetts Institute of Technology (MIT). In this article, you’ll learn a bit more about the role of chatbots in customer service and how to successfully launch a chatbot on your website.

Start-ups 97

Start-ups AI Sales Customer Service 97

Customer Think

NOVEMBER 11, 2022

For the longest time, my local Panera in Westboro Massachusetts was awful. Like phone company awful. And cable company awful. The problem was chronic. The half and half was always empty. The supplies of cup insulators and trays were n.

Sales 52

Sales 52

Zendesk

MARCH 3, 2021

WBUR asked Massachusetts residents to share experiences around getting the vaccine : People emailed in to report issues such as a confusing sign-up system and a lack of appointments. people to give them, both the staff in charge of injections and those in charge of documentation. and people to be vaccinated.

Compliance 95

Compliance Government Innovation 95

Fonolo

MARCH 12, 2019

You’ll see an almost identical inventory from San Diego, California, to Salem, Massachusetts. Another element of this seamless in-store experience is the consistency across locations. Not only can you get the same product in every TJ’s, you probably already know where they live in the store.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

The DiJulius Group

JULY 1, 2019

at the Massachusetts Institute of Technology. When I was building NationLink Wireless, I attended the Birthing Of Giants entrepreneurship program?based based on Verne Harnish’s book Mastering the Rockefeller Habits?at I vividly remember this comment from an instructor: “Eighty-five percent of you will leave here and.

Technology 40

Technology Technology Customer Service Customer Experience 40

Service Quality Institute

MARCH 2, 2021

I started working with Tom Raffio of Delta Dental in 1990 with the Guarantee of Service Excellence when Tom and Bob Hunter implemented it on April 1, 1990, at Delta Dental of Massachusetts. In 1995 when he became CEO of Northeast Delta Dental Tom again implemented the Service Guarantee. Tom is Relentless.

Non-Profits 40

Non-Profits Customer Service 40

Customer Bliss

MARCH 14, 2017

Brainshark is a sales enablement and product suite company in Massachusetts; their customer experience efforts were profiled in Forbes recently. As you’ll see in this episode, though, her beginnings emanate from a very different background than most.

Sales 87

Sales Start-ups CX Touchpoint 87

Service Quality Institute

FEBRUARY 7, 2023

Tom implemented The Guarantee of Service Excellence starting April 1, 1990, at Dental Dental Plans of Massachusetts before becoming President of Northeast Delta Dental in 1996. I have been working with Tom Raffio, President of Northeast Delta Dental, since March 1990. That is 33 years.

Gambling 52

Gambling Non-Profits Start-ups Customer Service 52

Service Quality Institute

FEBRUARY 14, 2024

Tom implemented The Guarantee of Service Excellence starting April 1, 1990, at Dental Dental Plans of Massachusetts before becoming President of Northeast Delta Dental in 1996. I have been working with Tom Raffio, President of Northeast Delta Dental, since March 1990. That is 34 years.

Customer Service 52

Customer Service Gambling Non-Profits Start-ups 52

Customer Bliss

NOVEMBER 15, 2016

The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. This team provides call center, billing, credit and collections, and business account management to 3.5 million electric and gas customers.

Social Media 0

Social Media Engineering Gaming Customer Service 0

Service Quality Institute

FEBRUARY 8, 2022

Tom started in April 1990 with a Service Guarantee and Delta Dental of Massachusetts. Northeast Delta Dental has a 70% market share in New Hampshire with a population of 1.38 million, 60% market share in Vermont with a population of 623,251, and 50% market share in Maine with a population of 1,362,359.

Start-ups 52

Start-ups Sales Customer Service Customer Satisfaction 52

Intercom, Inc.

APRIL 1, 2021

She’s a part of MIT, which is the Massachusetts Institute of Technology, their media lab. Janeen: Oh, I’m inspired by a lot of people. But if there’s just one, I think I will land with Joy Buolamwini. She is a Ghanaian-American digital activist.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Customer Bliss

SEPTEMBER 5, 2019

In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show.

CX 52

CX Education B2C Social Media 52

Lightico

MARCH 23, 2022

The following states require licensure: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota , Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York , North (..)

Retail 52

Retail Innovation Sales Customer Service 52

Qualtrics

MAY 16, 2019

Marta is an alumnus of Emerson College, University of California, Berkley, Massachusettes Institute of Technology, and the IESE Business School. Want to chat? You can get in touch by checking out Qualtrics Life on Twitter , Facebook , and Instagram. She started her career at Orsatti & Partners, Microsoft, and Plain Concepts.

Sales 34

Sales Innovation Technology Technology 34

Customer Bliss

JUNE 28, 2018

Transitioning to healthcare from a successful career in hospitality, Vishal completed his Master of Business Administration from the Massachusetts Institute of Technology (MIT) along with a Healthcare Certificate from the joint Harvard-MIT “Initiative for Health Systems Innovation”.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Intercom, Inc.

FEBRUARY 7, 2019

I went to MIT, out in Massachusetts, a long time ago. Matt: Our guest for today’s show is Shishir Mehrotra, the CEO of Coda, a new type of doc. For the sake of our listeners, could you give us a rundown of your career to date? Shishir: Let’s see. I started my first company, which was called Centrata.

Start-ups 171

Start-ups Engineering Real Estate Retail 171

Comm100

APRIL 25, 2018

Richmond Telephone Company is a small telco in a tiny town in Massachusetts. When your customers only have to sit back and have everything done for them, they will definitely keep on coming back. A Case Study: Richmond Telephone Company. The Boston Globe named the tiny company “the industry antidote” to robotic customer service.

Customer Loyalty 40

Customer Loyalty Touchpoint CRM Customer Service 40

Hodusoft

AUGUST 16, 2023

Apart from providing internet services from its Manhattan facility, it also has offices in Newark in New Jersey, Brighton in Massachusetts, Newfield in Connecticut, and Burlington in Vermont. Let’s take the hypothetical Manhattan-based ISP for example.

Technology 52

Technology Technology Customer Retention Entertainment 52

Execs In The Know

APRIL 25, 2024

To substantiate these claims, scholars from the Stanford Digital Economy Lab within Stanford HAI and the Massachusetts Institute of Technology studied the impact of generative AI deployed at scale in the customer service sector at a call center.

AI 52

AI CXM Engineering Business Operations 52

Comm100

NOVEMBER 13, 2022

Headquartered: Cambridge, Massachusetts, United States. Comm100 is powered by zero downtime, the highest standards in security, and AI automation, ensuring customers get answers anytime, anywhere. HubSpot Service Hub. Founded: 2006. HubSpot designs customer support software designed to help companies grow.

Customer Service 85

Customer Service Omnichannel Social Media AI 85

Comm100

NOVEMBER 23, 2020

Headquartered in Boston, Massachusetts, HelpScout’s mission is to help small businesses build long term relationships with effective ticket management. Great for: Small businesses, high-growth startups, and non-profits who do not have a need for social or SMS channels. HelpScout is a help desk software solution that was founded in 2011.

Omnichannel 52

Omnichannel Start-ups Social Media CRM 52

Comm100

NOVEMBER 13, 2022

Headquartered: Boston, Massachusetts, United States. Comm100 is powered by zero downtime, the highest standards in security, and AI automation, ensuring customers get answers anytime, anywhere. Founded: 2015.

Omnichannel 95

Omnichannel Customer Service Social Media Healthcare 95

Service Quality Institute

NOVEMBER 3, 2020

” The “Connect With a Vet” tele-triage service was initially launched in Florida and Massachusetts in May, and Chewy has expanded it to over 35 states with plans of offering it nationwide. So, we thought, why not come up with a solution that can help both communities, our customers and veterinarians, in this time of greatest need.”

Customer Service 40

Customer Service E-commerce Sales Start-ups 40

SugarCRM

JUNE 13, 2024

Starrett Company is a 145-year-old company out of Athol, Massachusetts. The shift led to a 40% reduction in administrative tasks and a 20% increase in sales productivity. Starrett The L.S.

Manufacturing 26

Manufacturing Customer Experience CRM Predictive Analytics 26

Fonolo

JANUARY 22, 2020

NECCF Annual Conference & Expo , Massachusetts. Location: Massachusetts, USA. It’s packed full of breakout sessions with contact center experts and interesting SAAS vendors; this is a must for any serious contact center professional. Date of Event: June 9, 2020. Event Host: NECCF.

Customer Service 129

Customer Service Contact Center CX Education 129

Comm100

MAY 22, 2020

Other examples include: “Big Ben,” “Buckingham Palace,” “London Bridge” and “The London Eye” for London; “Atlantic City Walkers” for New Jersey, “Plymouth Rockstars” for Massachusetts and. Carrie Underwood” for Oklahoma, “Steve Carell” Acton, Massachusetts, “Ashton Kutcher” Cedar Rapids, Iowa, “Miley Cyrus,” Franklin, Tennessee, and.

Omnichannel 52

Omnichannel Sales Sports Social Media 52

Comm100

MARCH 8, 2018

Other examples include: “Big Ben,” “Buckingham Palace,” “London Bridge” and “The London Eye” for London; “Atlantic City Walkers” for New Jersey, “Plymouth Rockstars” for Massachusetts and. Carrie Underwood” for Oklahoma, “Steve Carell” Acton, Massachusetts, “Ashton Kutcher” Cedar Rapids, Iowa, “Miley Cyrus,” Franklin, Tennessee, and.

Sales 12

Sales Sports Innovation Customer Service 12

ProProfs

JANUARY 26, 2013

A senator from Massachusetts; argued that Liberty and Union were inseperable. A senator from Massachusetts; argued that Liberty and Union were inseperable. A senator from Massachusetts; argued that Liberty and Union were inseperable. A senator from Massachusetts; argued that Liberty and Union were inseperable.

Government 40

Government Agriculture Start-ups Manufacturing 40