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 ...

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 ...

Sendbird Inc., an artificial intelligence communications and conversation platform, today announced the launch of what the company calls an “omnipresent” AI agent that can handle customer service ...

There have been large changes in the way software is built and sold over the last decade. Today, it is much easier to build software than it was in the 1990s. However, there is far more competition, ...

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 ...

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, ...

Caring for others is at the heart of many roles across industries, particularly for those working in HR, customer support or caregiving capacities. Yet, while companies increasingly emphasize the ...

There is a lot of talk of moving service models from reactive to predictive. Instead of waiting for something to break, you have the ability to predict when it might break and intervene appropriately.

Oracle has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Utility Customer Experience Management Solutions 2026 Vendor Assessment. 1 Read the excerpt here. The recognition comes as ...

Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 ...