Kate Leggett

Vice President, Principal Analyst

Forrester Bio

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Happy Agents Deliver Great Customer Service — Here’s How To Do It

Kate Leggett March 20, 2019
Happy customer service agents mean happy customers — and happy shareholders. Engaged agents also have better job performance, are more productive, and stay in their jobs longer — which is one of the costlier factors in managing customer service operations. Customer service leaders have to balance their job demands with technology and training. They also […]
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How To Build A Modern Customer Service Agent Workspace

Kate Leggett February 12, 2019
Automation and AI increasingly handle routine tasks. Customer service agents already focus on escalations and exceptions. They need a powerful workspace to empower them to understand their customer, their journey, and their context. They also need to be armed with the right knowledge and data to help solve hard problems. They need to be focused on […]
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How CRM Will Evolve In 2019

Kate Leggett February 6, 2019
Modern CRM is delivered as software-as-a-service and microservices, is modular, and offers APIs for easy access to enterprise applications. It empowers customer-facing personnel with the right data about their customers at the right time, in context, so that they can focus on nurturing relationships across journeys even as they cross channels and devices. Today: Modern CRM supports […]
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The Three Customer Service Megatrends In 2019

Kate Leggett January 23, 2019
As AI Eats Jobs, Agents Are More Valued Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths. Trend 1: AI upends customer service operations. Automation and AI […]
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Customer Service Robots Rise Up

Kate Leggett November 9, 2018
Automation and AI now impact every job — including every customer service job. AI handles, with increased confidence, repetitive work, allowing customer service agents to focus on tasks of greater value to the company. And customer service robots — which we define as semi- or fully autonomous physical machines that perform services to augment humans or automate tasks — […]
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The Forrester Wave™: CRM Suites, Q4 2018 — The Role Of CRM In Business Transformation

Kate Leggett October 24, 2018
In my last post, I highlighted the top five ways that CRM suites are evolving today. CRM suites today (1) support different business models and organizational sizes; (2) operationalize intelligence to impact outcomes; (3) offer vertical editions; (4) expose platform services; and (5) invest in ecosystems of value (AKA, application exchanges). Read more about this […]
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Reflections On The Forrester Wave™: CRM Suites, Q4 2018

Kate Leggett October 22, 2018
Even though core CRM products are mature, CRM vendors are still evolving their products. Technologies like AI introduce new efficiencies into CRM processes, and acquisitions such as configure-price-quote (CPQ) and eCommerce expand the footprint of CRM. We find that CRM suites are evolving across five dimensions. They now: Support select business models and organizational sizes. The […]
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Sales And Service Tech: Two Sides Of The Same Coin?

Kate Leggett September 17, 2018
Automation and AI are changing the nature of work. Every company job — including every front-office job — will be impacted. Always-available commerce and intelligent guided-selling solutions erode field sales teams. Automated self-service obsoletes generalists and Tier 1 customer service agents. This means that inside sales teams are now handling more highly considered purchases. Customer service agents […]
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Customer Service Operations Rest On Mature Technologies, But Emerging Ones Add Differentiation

Kate Leggett July 27, 2018
Great customer service helps control costs as companies squeeze out operational efficiencies. It also fuels sustainable top-line revenue growth by providing differentiated experiences that keep customers loyal to your brand. We just finished assessing 20 of the most important technologies in customer service in terms of their maturity and business value. Here are some of […]
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SAP Breathes Renewed Life Into Its Cloud CRM

Kate Leggett June 6, 2018
Three announcements affecting CRM came out of SAP’s SAPPHIRE NOW annual conference, held in Orlando on June 5–7: A renewed focus on CRM in order for SAP to be considered a viable player in the $45 billion CRM market. SAP’s cloud CRM (formerly known as SAP Hybris Cloud for Customer) is renamed SAP C/4HANA. The […]
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Verint’s Solutions Uniquely Empower Agents And Customers

Kate Leggett May 25, 2018
I recently went to Verint’s Engage18 conference, held in Dallas from May 14 to 17. It’s not a big conference; it was attended by about 1,500 people who use one or more of the company’s customer service products: workforce engagement, self-service, voice of the customer, and fraud and compliance. What it lacks in size, it makes […]
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Verint's Solutions Uniquely Empower Agents And Customers

Kate Leggett May 25, 2018
I recently went to Verint’s Engage18 conference, held in Dallas from May 14 to 17. It’s not a big conference; it was attended by about 1,500 people who use one or more of the company’s customer service products: workforce engagement, self-service, voice of the customer, and fraud and compliance. What it lacks in size, it makes […]
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ServiceNow Offers A Refreshing Take On Customer Centricity With Its Customer Service Application

Kate Leggett May 14, 2018
I attended ServiceNow’s Knowledge18 conference, held in Las Vegas on May 7–10. It’s a well-attended conference, by 18,000 people who use one or more of the company’s cloud service management, HR, security, and customer service products, which are all built on an enterprise-grade platform. At the conference, there was a lot of emotion spent talking […]
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Retailers Without Chat: A Missed Opportunity

Kate Leggett March 27, 2018
Chatting, by definition, is meaningless, trivial talk – but web “chatting” is anything but; it is starting to transform digital customer experiences. And it works. Customers want to use chat. Forty-five percent have used it to interact with a live agent in 2017. The companies that get it are moving towards a holistic chat strategy […]
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Salesforce Nicely Rounds Out Its B2B CRM With CloudCraze

Kate Leggett March 14, 2018
On March 12, Salesforce announced its intent to acquire CloudCraze, a B2B eCommerce application. This savvy and long-anticipated move nicely rounds out its broad CRM portfolio and supports B2B customers through their engagement journey. This eCommerce application is a fundamentally different one than Salesforce’s  B2C eCommerce acquisition of Demandware. This is because B2C engagement is […]
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Top Customer Service Trends For 2018

Kate Leggett February 28, 2018
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths. This year, I see 3 broad customer service trends that organizations must consider as they fundamentally […]
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Microsoft Dynamics 365 Democratizes CRM With A Unique Vision And Offering

Kate Leggett February 26, 2018
You need a CRM vision to gather momentum around such a large – and potentially strategic initiative. The first CRM vendor that gave us the tools to do so was Oracle with their CX vision.  Oracle’s point of view was that CRM enabled companies to support their customers in their end to end journey – […]
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Top CRM Trends That Will Shape The Industry In 2018

Kate Leggett January 24, 2018
Modern CRM is about better serving and supporting customers during their journey. It empowers companies to form an emotional bond with their customers by looking out for their best interests. It empowers customer-facing employees with the right data and information about their customers at the right time so that they can focus on nurturing relationships. Here’s […]
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Modern CRM Drives Relationship And Revenue

Kate Leggett January 17, 2018
CRM is more than two decades old. Companies initially used it to provide “inside-out” efficiencies – operational efficiencies for sales, marketing, and customer service organizations. Companies would easily argue its’ business benefits by measuring operational metrics that were important to them – like reducing marketing costs, better forecasting or pipeline reporting, or decreasing service resolution […]
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Intelligence Makes Customer Service Operations Smarter, More Strategic

Kate Leggett November 30, 2017
In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why the companies that attract, win and retain customers focus on delivering the tenets of great experiences: make it easy, make it effective, and build an emotional connection. But, customer service […]
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