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 ...

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 ...

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 ...

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 ...

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 ...

Zendesk has released proactive messages – real time notifications on messaging channels such as WhatsApp or SMS or pop-up messages on a website. Whereas previous experiences may have required ...

Proactive personality denotes an enduring disposition to identify opportunities, initiate change and persevere until meaningful transformations are realised. In organisational settings, this trait ...