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For Customer Experience Professionals

Anticipate Your Customer's Next Move With Proactive Experiences

November 20, 2013

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Authors

  • By Tony Costa
  • with John Dalton,
  • Corey Stearns,
  • Danny Silk

Why Read This Report

The emergence of powerful mobile devices, connected sensors, and open application programming interfaces (APIs) makes it possible to deliver a new type of customer experience known as proactive experiences. These experiences change the way customers relate to and engage with services by closing the gap between problem and solution, integrating siloed information and services, and personalizing experiences based on context. In this report, we examine how proactive experiences are raising customer expectations and present specific ways that companies can get started on the path to delivering proactive experiences today.

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Table of Contents

  • Introducing Proactive Customer Experiences
  • Proactivity Puts A Spotlight On Customer Needs
  • RECOMMENDATIONS

  • Start Small And Build From There
  • WHAT IT MEANS

  • Outside-In Thinking Transforms Experience Design
  • Supplemental Material
  • Related Research Documents