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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 ...

Customers today are accustomed to highly personalized, seamless brand experiences. Waiting until something goes wrong is no longer an option in customer experience (CX). That's why forward-thinking ...

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 ...