In May, when I learned about the strategic leadership frameworks VUCA (volatility, uncertainty, complexity, ambiguity) and VUCA Prime (vision, understanding, clarity, agility) that are often used in ...

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 ...

Organizations must move from reactive, to proactive, to predictive. The state of their IT nation determines whether they can, writes ServiceNow's Paul Hardy There’s a question that seems to come up in ...

Proactive field service is about being one step ahead of your customers. It requires systems that meet customer needs while minimizing their efforts. When thinking about moving from a reactive field ...

Businesses no longer wait for problems to grow unmanageable. Instead, they focus on preventing issues before they arise. Reactive IT management often results in downtime, lost productivity, and ...

How do you take HR from being a reactive, transactional business process, to a strategic, proactive service delivering value to the organization? This was one of several interesting threads that came ...

The economic conditions over the last 5-10 years have created a serious demand for CPAs to become much more proactive and act as the ‘trusted business advisor’ for their clients. The reality is there ...

Companies typically employ both proactive and reactive customer service strategies. Proactive service refers to processes and techniques used to protect against customer problems and to motivate ...

Federal agencies face mounting pressure to deliver frictionless, personalized services to diverse populations while navigating limited budgets, legacy systems, and rising public expectations. For this ...

Companies implement certain marketing strategies, whether they are adding to their product line or adding new distribution channels. When marketing managers implement marketing strategies on their own ...

With a plethora of choice of suppliers, more than ever before, customer service is becoming THE driving factor behind consumer loyalty. It is not just increased choice that is facilitating customer ...

Do you identify and address customer issues, or do you wait for customers to reach out for help? If you’re in the first group, you’re on the right path, as today’s customers expect proactive service.