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, ...

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 ...

By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly provide feedback to their employees, hoping to shape behaviour, improve ...

Two-thirds of companies will be using artificial intelligence to manage their field service operations by 2028, tightening control over the many variables involved in providing on-site customer ...

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 ...

I love using fountain pens. There’s just something about the feeling of a practical piece of art acting as a conduit for putting deep thoughts on paper. Plus, there are a lot of great ink colors. One ...

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 ...

Resellers operating in dealer networks have been on a rollercoaster ride since the 90s in the search for margin in products and services. They likely recognize a phenomenon described by Alexander ...

If sales starts the customer relationship, and service keeps the relationship going, then proactive service redefines what that relationship can be. Today’s service leaders are under immense pressure.

“Proactive” is one of those buzzwords that everyone is throwing around in the technology sphere these days. “Proactive” is also one of those buzzwords that has a vastly different meaning depending on ...

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 ...