Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
A major role of AI in CX has rapidly emerged: better proactive outreach.
In fact, 69% of companies expect customer service to shift from mostly inbound to mostly proactive outreach by 2027, according to Metrigy’s “Customer Experience Optimization 2024-25” global study of 544 companies. AI can identify at-risk customers who stay with the company after a proactive phone call or email to address issues. It can also identify candidates for a new product or service, enable proactive SMS or email outreach, and analyze responses so that organizations know where to adjust.
At this year’s Enterprise Connect conference in Orlando, Fla., a panel of experts shared advice and best practices for proactive outreach. Panelists included Luiz Domingos, Mitel’s CTO and head of large enterprise R&D; Davor Golac, Amazon Connect’s general manager; Mike Harakal, Five9’s head of revenue execution solutions; and Lori Anne Pollock, Verizon Business’s senior director of product management for global VoIP and cloud CX/UC.
Challenges of proactive customer service
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