The days of waiting for the customer to call you are over -- or should be. That is, if your customer experience strategy relies on inbound interactions, you're already behind. Today, leading companies ...

Predictive AI leverages vast amounts of data to analyze customer behavior, purchasing patterns, and service interactions. By identifying trends and common pain points, AI can forecast what a customer ...

In 2014, I produced a video for the American Society for Quality on “Delivering Psychic Pizza.” The basic concept is to provide information (or the pizza) just before the customer needs or gets around ...

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 ...

I recently spoke to a friend who was frustrated by a customer service experience with his mortgage company. Before this incident, he had liked the bank and found them easy to work with. He had ...

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 ...

Examples include upcoming due dates, renewal timings, changes in credit balances, billing reminders, and more. By pairing notifications with simple, self-service web experiences that allow customers ...

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 ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...