ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. The Lab is working to eradicate it, based out of Massachusetts General Hospital and Harvard Medical School. There’s already a significant appetite for AI-enhanced CX.

AI 64

AI CX Customer Experience Artificial Intelligence 64

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

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. Transactional Surveys: Brainshark implemented them at three major touchpoints: post-sale, post-implementation, and post-renewal. 1,” they would tell the customer that directly.

Sales 87

Sales Start-ups CX Touchpoint 87

Comm100

APRIL 25, 2018

Richmond Telephone Company is a small telco in a tiny town in Massachusetts. Pinpoint Touchpoints That Cause Friction. When left unaddressed, these touchpoints cause customers to move through multiple channels and increases customer churn. A Case Study: Richmond Telephone Company.

Customer Loyalty 40

Customer Loyalty Touchpoint CRM Customer Service 40

Comm100

NOVEMBER 13, 2022

Headquartered: Cambridge, Massachusetts, United States. Salesforce Service Cloud is customer service software built around AI-powered workflows and automation, and promises personalized service across every touchpoint. HubSpot Service Hub. Founded: 2006. HubSpot designs customer support software designed to help companies grow.

Customer Service 78

Customer Service Omnichannel Social Media AI 78