What’s better than a solution? Avoiding the problem entirely—which is why there’s a growing emphasis on proactive customer service among leading companies. Part art and part science, proactive service ...

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 ...

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 ...

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 ...

Health systems potentially can use artificial intelligence to fix specialty margins and enrich the mix of patients in ...

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 ...

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 ...

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 ...