Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows.
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 see proactive customer service outreach as a strategic imperative. As a result, they are shifting their focus from reactive problem solving to proactive customer support.
Why the urgency? Because consumers expect it, and your bottom line demands it.
Metrigy checked in with CX professionals on their plans for proactive outreach. In its “Customer Experience Optimization (CXO): 2025-26” study, Metrigy found all but 4% of companies weren’t reaching out to customers proactively, planning to start doing so by the end of the year, or evaluating how to get started.
Earlier Metrigy research showed that nearly 70% of companies expect customer service to shift from being mostly inbound to mostly proactive by 2027. Based on this research, it’s clear to see why companies are forging ahead on proactive outreach.
What is proactive outreach?
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