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 ...

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 ...

Crafting exceptional customer service experiences is a challenge for brands today. The unfortunate truth is that customers remember negative experiences much longer than positive ones. And customers ...

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, ...

According to 2018 data, 62% of U.S. customers contacted customer service sometime in the previous month. This is in stark contrast with how businesses and customers want to communicate. Customers ...

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 ...

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 ...

Everybody has one: a customer service experience so horrendous they’ve sworn an oath they will never go back to that company. We all have a service we won’t use, an airline we won’t fly or a brand we ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced new Proactive Outreach features for ...

New technology is helping Spectrum prevent problems before they arise. Spectrum is using telemetry to find potential problems with your cable or internet, before a homeowner even notices. This allows ...

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 ...

Do you identify and address customer issues, or do you wait for customers to reach out for help? If you’re in the first group, you’re on the right path, as today’s customers expect proactive service.