StateofWork

Planning for opportunities/obstacles versus reacting to them (e.g., knowing what customers need—parts or Rx refills—before they break or run out.)

What is "proactive customer service"?

It means resolving problems before they happen. It means building relationships not putting out fires.

a. Proactive customer service is about pre-empting the customer calling and continuous improvement

Being aware of and acting on issues before the customer tells you it's an issue. Fix it before the call.

A7. Having a solid, agile help center prepped w/ answers to common issues. #stateofwork [AR]

How does #IoT change our ability to offer proactive customer support?

Or even more simply, understanding what customers are asking about and making sure current questions and most likely future questions are answered before they are asked.

with IoT companies can montitor devices, apps, hardware, etc. to expose issues before they become permanent issues affecting many customers

“Reactive people are driven by feelings, by circumstances, by conditions, by their environment. Proactive people are driven by values—carefully thought about, selected, and internalized values.—Stephen Covey, 7 Habits of Highly Effective People

#Iot delivers the information before the customer even knows about it.

Proactive means we aren't doomed to relive the past, we see mistakes or issues and rectify before they can reoccur.

Alerting customers of issues that may/will impact them before they realize them - having a customer's best interest in the forefront of customer relationship management

watching your performance analytics can also help you to see what are the most common issues so that you can automate requests

“Proactive people are still influenced by external stimuli, whether physical, social, or psychological. But their response to the stimuli, conscious or unconscious, is a value-based choice or response.”—Stephen Covey

Maybe pro-active is the start of AI....#BringOnTheMachines

Predictive analytics that can anticipate your needs...Amazon style delivering a product you need without having to order it

Being proactive enables organizations to not simply pick the best path, but to also be prepared for opportunities and obstacles along the way.

Is #IoT the path to proactive customer service?

Know your community well; anticipate complaints & be ready to address them. #stateofwork -AR

Or @sylvianbernolle, understanding calling patterns, and answering probable future question in the first customer service interaction

@Chris_Pope_NOW +1 -- Machine Learning will have to play a role here. How else will companies will manage customer service in age of IoT?

#Iot is *a* path to proactive customer service.

No, you dont need #IoT for proactive service

@dmyron To what extent can we anticipate customer needs for support? #Proactive

Like @RoyAtkinson says, its a path, not the only path. It can also involve mining call records and using common sense

As much as possible, give customers access to self-service resources. #stateofwork [AR]

Great story about proactive customer service #Epicor http://siliconangle....

Customer expectations are continuing to rise. #Millennial demands will require proactive service and self service options.

Where the real fun will happen is as AI comes onboard as a step between self-service and human-assisted service.

"Next Issue Avoidance" is a pillar of the effortless experience. If we know our customers and products we can identify the opportunities to be proactive.

Absolutely - proactive and pain free (which is self-service in many cases)

@kristinemi Or is this the age of the 'Entitled Generation', have we created a monster we cannot stop, or do we all need to become the monster?

Welcome @kristinemi to our discussion of #IoT and Customer Service!

Survey shows that CS leaders can deliver proactive super service without higher costs http://www.serviceno...

Self-service as long as it's efficient + easy and not seen as way to avoid having a human-to-human interaction #StateofWork

If you can capture and track digital bread crumbs (digital behaviors) across channels, you can often make predictive/proactive decisions. #IoT #proactive #custserv #cctr #CX

@kristinemi I think #millennials will wonder, why doesn't this company (its customer service) know me and my needs?

@RoyAtkinson And it's important that customers know (and can control) what data is being shared. #stateofwork [AR]

A7. Proactive customer service means majority of support easily via self service as @modsquad notes. Also make that self service support available on any device, app or setting. IT also needs to help teams learn security http://www.darkreadi... #Stateofwork

@Chris_Pope_NOW Don't we all want what we want, when we want it? More time to focus on the things that matter. We should all be the monster.

@kristinemi Yep- and #millennials know the power of the social media review! Companies can't afford to have their customer service interactions go viral in a negative way.

@cahaikes @kristinemi Do you think millennials are concerned with #digitaprivacy? #StateofWork

@kristinemi I like Monsters....

a. Proactive service is the only way to move the needle on reducing the operational drain and to enable more time to focus on strategic activities like designing and delivery of new services.

We are now discussing impact of #IoT on #CustServ and the #CIO. What do YOU think?

The CIO will have to address issues of scalability and security like never before.

Customer service becomes a ‘team sport’ which means the CIO needs to consider the technology impact of connecting the organization’s people, systems, and workflows to ensure that automation, root cause analysis, etc. are even possibilities.

#CIO may be wading into uncharted waters. The role will need to be far broader; not just about IT.

COO, CFO, etc. also need to be committed and working with CIO

Its about analytics, big data and management of data with the security concerns that @dmyron points out

Yo' #CIO friends -- what will the impact of #IoT be on YOU and customer service?

This seems in line with the ability to drive Digitalization. I think the CIO has to do it or the Chief Digital Officer will :)

Security, security and security.

CIO needs to connect with Operations Technology to provide end to end Customer Services for newly Connected Products

And the right management of signals for proactive/preemptive service.

Folks will truly start to understand the meaning of Customer Impact and Repetitional Loss..

both strategic and operational opportunites with IoT for customer service - continuous improvements in products and services, but also development of new services (revenue-generating)

Its protecting networks from cybersecurity threats. Imagine a security breach and takeover of autonomous vehicles for example! It would be chaos to our commute

@RoyAtkinson Security is a killer. What about other #CIO issues on #CustServ?

Also important: managing customer expectations, so they don’t feel their privacy is at risk. #stateofwork [AR]

CIO's --as others are saying--needs a broad awareness of customer service/support and systems.

A customer that goes rogue socially and has a large influence could ruin things for an organization and customers leave in droves, even if the CIO has a Gold Star for 99.99 availability

What about customer expectations in the age of #IoT?

IoT demand might start in engineering and operations (where many of the devices exist), but CIO needs to have vision to take beyond that for CS

A6. #IoT induced customer service heavily impacts the #CIO through sheer volume and wider variety of support requirements including security as @RoyAtkinson notes. Biggest impact imho are real time IT response requirements #stateofwork

Customer experience w/ #IoT requires a whole new operational POV + data/experience management. #dx

Enormous network of devices sending data. Also possibly 2-way communication. Bigger than #CIO and not really a #CDO issue. #StateofWork

Extremely high. As my friend @HDIReserach says: Satisfaction = Reality-Expectations

Welcome @apstein2 @dhinchcliffe @CXOTalk to our #IoT chat and #CustServ!

Everything as a service...

@dhinchcliffe What is the operational POV needed for the #CIO and #IoT in #CustServ.

That should read @HDIResearch

@sylvainBernolle Yes. Its the servitization of our economy that can transform business models - and is already doing so

Short version: #IoT ops = a world w/ 10-1000x more live data streaming from your customers & back to them. #cio

@dhinchcliffe One POV: Classes of activities where action can be automated based on device state. #StateofWork

@dhinchcliffe 2nd POV: What types of activities need human intervention based on customer experience and device issues- #StateofWork

@CXOTalk A capable #IoT #cx will proactively monitor KPIs + thresholds, involving humans as necessary.