Customers today are accustomed to highly personalized, seamless brand experiences. Waiting until something goes wrong is no longer an option in customer experience (CX). That's why forward-thinking ...

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 ...

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 ...

Too many companies assume that all they need to do to enact proactive customer service is to buy some new technology. The reality is that making the shift to proactive customer service first requires ...

ENGLEWOOD CLIFFS, N.J., Nov. 18, 2019 /PRNewswire/ -- LG Electronics USA is introducing an industry-first portfolio of personalized customer support innovations for its smart home appliances and home ...

It seems so obvious: Businesses that take a proactive approach to customer success by going out of their way to anticipate customers' needs, and to offer help rather than waiting to be asked, are more ...

Who’s going to make the first move? That’s the ultimate difference between reactive and proactive care for Internet Service Providers (ISP). With reactive care, you show the customer that you can act ...

Too often, call centres are seen purely as cost centres. In these instances, making customer service reps (CSRs) more productive by shaving minutes, even seconds, off every call is the name of the ...

Managing public service infrastructure is a serious business. Outages are more than just an inconvenience – they can disrupt commercial operations, and affect people’s lives. Every day, Western Power ...