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Top 5 Practices: Proactive Customer Service for Digital Services

"Why am I telling you there's a problem?" is a customer statement no company wants to hear—especially when the company offers digital services, whether it’s software as a service or a connected device. Legacy tools and siloed processes and systems used by operations and customer service teams prevent companies from proactively identifying customers impacted by digital service disruptions, much less notifying them quickly.

Join John Ragsdale, Distinguished Vice President of Service Technology Research at TSIA, and Abhi Rele, Product Management Director at ServiceNow, with their guest Victoria Rumyantseva, ServiceNow Solution Architect at Proximus, as they share best practices for delighting digital customers with proactive service from issue to resolution. Find out how you can improve the customer experience, fix problems before customers contact you, minimize the impact of critical issues, and reduce inbound calls.

Tune in to this session to learn:

  • Why proactive customer service for digital services is critical for customer satisfaction and loyalty—and challenging to get right.
  • What elements are essential for delivering proactive customer service for digital services.
  • How machine learning and end‑to‑end service management provide service assurance and faster resolution.

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