Providing Proactive CX

In a highly competitive business environment, organizations must keep up with the ever-changing customer journey. To stay relevant, proactive CX has become a focus of attention. That means taking measures to prevent problems before they occur instead of waiting for customers to come to you with complaints. But how can organizations take proactive CX to positively impact all aspects of customer service?

Melanie Turek joins Amelia in today's conversation. Melanie is the VP of Research for Digital Transformation and Connected Work of Frost and Sullivan. Today, Melanie talks about what proactive CX is, how companies use it, and how organizations can take proactive steps with their data.

Enjoy!

In This Episode

00:56 - Melanie Turek's role at Frost & Sullivan

01:48 - What is proactive CX?

03:04 - An example of how companies are using proactive CX

06:29 - The impact of proactive CX on corporate clients

08:55 - How organizations can take proactive steps with their data

12:56 - What the future holds for proactive CX

Favorite Quotes

02:02 - "Instead of waiting for your customers to reach out to you for a problem or an issue or just something they need to get done, you are identifying the areas where you pretty much know that they're going to have to do something or have a question or something's going on there. Right? So you want to identify that early ahead of time and then reach out to them proactively." - Melanie Turek

07:05 - "After you do a proactive outreach, you may very well get a contact you wouldn't have otherwise, but chances are, you want that contact." - Melanie Turek

12:29 - "You need to be aware of the language you're using and how it is that you're reaching out to people. You don't want to overuse it. People do not want to hear from you every day. They want to hear from you only when it's relevant, and you'll have to give them the option of opting out." - Melanie Turek

Engage with Melanie Turek

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Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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