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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. “Acting like an extrovert — even if you are an introvert — ...

STAMFORD, Conn., March 31, 2025--(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 ...

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, ...

“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 ...

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 ...

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 customer support, according to new ...

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 ...

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 ...

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 ...

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 ...