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 ...

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 ...

ATLANTA, November 19, 2025--(BUSINESS WIRE)--AVOXI, a global leader in cloud voice software for contact centers, today announced performance benefits for its patented diagnostic offering, Proactive ...

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 ...

Customer service is a broad and expanding field. The manner, techniques and customs of providing customer service make this go-to-market strategy complex. However, when executed well, customer service ...

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 ...

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, ...

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 ...