Orange to green – using a Customer Distress Index to strengthen proactive support
There is a lot of talk of moving service models from reactive to predictive. Instead of waiting for something to break, you have the ability to predict when it might break and intervene appropriately. Traditionally, this was done in a time-based or interval-based manner but now there is a greater focus on the use of remote or point-of-service technology to build predictive models.
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