In Profile: Amelia Silva

Customer Solutions Manager “I tell my employees that we’re in the service business”, wrote Southwest Airlines founder Herb Kelleher. “It’s incidental that we fly airplanes.” Amelia Silva knows what Herb’s talking about. Amazingly, this year marks Amelia’s 25th in...

In Profile – Eric Longo

Assistant Vice President of Operations Henry David Thoreau called it, “the bared and bended arm of Massachusetts.” He was referring to the sandy and salt air paradise of Massachusetts’ Cape Cod. “The shoulder is at Buzzard’s Bay; the elbow, or crazy-bone, at Cape...

In Profile – Valerie Low

Customer Experience Partner Get the culture right, notes Zappos’ founder Tony Hseih, and delivering great customer service “will happen naturally on its own.” Included in Zappos’ 10 core values, you’ll find many words that speak to employee creativity – like fun,...

In Profile – Jose Rodriguez

Customer Experience Partner Peer education is an approach to healthcare in which community members promote information, values and behaviors to peers. At sixteen, Jose Rodriguez worked as a Peer Educator at what is now an Edward M. Kennedy Community Health...

In Profile – Christian Grainger

Customer Relationship Specialist It takes 2.2 million years for light from the Andromeda galaxy to reach Earth. Christian Grainger recently captured those ancient images. You’ll find them among his nearly half-terabyte collection along with photos of the International...

In Profile – Susan Parker

Manager of UX Online, the interface is the product. You focus on users and their tasks, understanding above all that people react positively only when things are clear. It is so often about what you don’t ask customers to do. “Silence,” noted Miles Davis, “is more...