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 ...

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 ...

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 ...

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, ...

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 — ...

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 ...

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 ...

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 ...

“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 ...