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 ...

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 ...

The current CRM scene keeps advancing at a rapid pace, with innovative companies now leaning toward options combining ...

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 ...

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 ...

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 ...

The most successful organisations today anticipate their customers’ needs and answer important questions before they are even asked. This is proactive CX, and it’s the new standard for leading brands.

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, ...

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 ...

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 ...

With a plethora of choice of suppliers, more than ever before, customer service is becoming THE driving factor behind consumer loyalty. It is not just increased choice that is facilitating customer ...