Using foresight, ethical data and strategic alignment can turn customer experience into a key competitive advantage. Unlocking this growth, however, requires moving beyond simply resolving issues faster and instead developing genuine foresight — a transition from a reactive to a predictive service model. A reactive model is inherently defensive, waiting for a customer to raise a flag that signals a problem. This is the true promise of the predictive model. And it's how customer experience will become your most powerful and durable engine for growth.