In 2008, leading service companies will look for innovative technologies to help themselves move from a reactive, passive model of customer service to a proactive approach. They’ll use technology to help them more efficiently deliver these services in a way that drives service levels to new heights. Because sources of these new technologies will be varied, companies should keep an open mind about where they find inspiration. The goal of proactive service is a win-win end game: the service companies win through increased revenue from streamlined service organizations and increased customer retention, and customers win through improved service.

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