Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive ...

Previously in Why Relying Only On Reactive Customer Service Is No Longer Good Enough, the first in a series of three articles on proactive customer service, we looked at establishing the business case ...

Customers today expect brands to respond to customer service tickets within an hour, which can be a challenge. Creating incredible customer support experiences is challenging today. Your customers are ...

Two-thirds of consumers contact customer service after receiving proactive outreach from companies, often using costly assisted channels because they need additional information or confirmation, ...

ServiceMax field service management applications are helping the microinverter manufacturer keep a close eye on how its products are operating on solar panels out in the field. In an age of machine-to ...

Proactive customer support is all about identifying and resolving customer issues before they turn into bigger problems. Customer service experiences rarely delight us. Most of us can detail an ...

Companies typically employ both proactive and reactive customer service strategies. Proactive service refers to processes and techniques used to protect against customer problems and to motivate ...

STAMFORD, Conn.--(BUSINESS WIRE)--Two-thirds of enterprises will be using AI to manage field service operations by 2028, tightening control over the many variables involved in providing on-site ...

New technology is helping Spectrum prevent problems before they arise. Spectrum is using telemetry to find potential problems with your cable or internet, before a homeowner even notices. This allows ...

BMW has announced a new AI-driven offering in customer service called BMW Proactive Care, and it comes with a range of tools that are designed to let the car identify existing and predictable service ...

Do you identify and address customer issues, or do you wait for customers to reach out for help? If you’re in the first group, you’re on the right path, as today’s customers expect proactive service.