Gain Insights from Tom Raffio on Customer Service Excellence and Innovative Leadership
Gain Insights from Tom Raffio on Customer Service Excellence and Innovative Leadership
Why managing AI risk presents new challenges
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The difficult of using AI to improve risk management
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How to bring AI into managing risk
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Pros and cons of using AI to manage risks
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Benefits and opportunities for risk managers applying AI
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In this engaging episode, Tom Raffio shares his journey and insights into customer service excellence and innovative leadership. With a background in English from Harvard and a career that began in insurance, Tom details his experience at John Hancock Insurance and Delta Dental, highlighting the evolution from traditional methods to innovative strategies. His emphasis on maintaining human customer service while embracing technology provides a balanced approach to modern business challenges.
Tom discusses the importance of empathy and long-term thinking in business, drawing from his experience with the National Baldrige Performance Excellence framework. He explains how understanding customer needs and integrating technology, like their acquisition of a software company to enhance dental care, has set them apart in the industry. This approach not only improves customer satisfaction but also ensures the company's retention rates remain high.
Throughout the conversation, Tom emphasizes the significance of customer feedback loops and the importance of adapting products and services based on this feedback. He provides practical examples of how listening to customers and responding to their needs can lead to innovative solutions, such as their expanded dental cleaning coverage based on scientific data rather than outdated practices.
A key part of the discussion is the integration of AI and technology in enhancing customer service. Tom acknowledges the potential and challenges of AI, especially in maintaining trust with customers and professionals. He shares his cautious yet forward-thinking approach to implementing AI solutions, ensuring that human oversight remains a priority.
Tom also highlights the importance of corporate culture and employee empowerment. By fostering a culture where employees are encouraged to take initiative and make decisions, the company can deliver exceptional customer service. This approach, combined with community engagement and ethical practices, contributes to their strong reputation and customer loyalty.
Listeners can connect with Tom directly at (603) 223-1300 or via email at traffio@nedelta.com for further insights and to continue the conversation. Tom's dedication to continuous improvement and his ability to balance tradition with innovation offer valuable lessons for anyone looking to enhance their business operations and customer relations.
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