Kate Leggett

Vice President, Principal Analyst

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Facebook Looks To Monetize Messaging By Acquiring Kustomer And Extending Into Customer Service

Kate Leggett December 3, 2020
Facebook announced its intention to acquire Kustomer for $1 billion, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in interactions with companies. Customers demand easy, effective service that values their time and provides them with personal experiences that are in context of their actions. They increasingly use self-service and digital channels to interact with […]
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Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams

Kate Leggett December 1, 2020
Find out how Salesforce plans to use the $28B buy to extend the reach of its CRM platform.
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2020年客户服务三大趋势:将AI融合到客服中心工作中驱动更好客户体验 ——第四篇

Kate Leggett November 19, 2020
随着自动化和AI技术不断融入到客户服务运营,企业从中获得了回报。企业运营变得更加高效,为客户提供与众不同体验的同时,增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力:客服中心的工作更快捷、更智能,也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的最后一节第四部分,将为读者介绍2020年客户服务的第三个趋势:随着人工智能的应用,客服人员的配置和企业文化也将发生改变。
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2020年客户服务三大趋势:将AI融合到客服中心工作中驱动更好客户体验 ——第三篇

Kate Leggett November 19, 2020
随着自动化和AI技术不断融入到客户服务运营,企业从中获得了回报。企业运营变得更加高效,为客户提供与众不同体验的同时,增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力:客服中心的工作更快捷、更智能,也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第三部分,将为读者介绍2020年客户服务的第二个趋势:升级客服桌面以应对复杂问题。点击阅读更多了解具体内容。
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2020年客户服务三大趋势:将AI融合到客服中心工作中驱动更好客户体验 ——第二篇

Kate Leggett November 19, 2020
随着自动化和AI技术不断融入到客户服务运营,企业从中获得了回报。企业运营变得更加高效,为客户提供与众不同体验的同时,增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力:客服中心的工作更快捷、更智能,也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第二部分,将为读者介绍2020年客户服务的第一个趋势:客服中心将不再是扩展客户服务规模的关键,而更多要学会利用新兴技术增强客服能力。点击阅读更多了解具体内容。
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2020年客户服务三大趋势:将AI融合到客服中心工作中驱动更好客户体验 ——第一篇

Kate Leggett November 19, 2020
随着自动化和AI技术不断融入到客户服务运营,企业从中获得了回报。企业运营变得更加高效,为客户提供与众不同体验的同时,增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力:客服中心的工作更快捷、更智能,也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第一部分,将简要概述优质的客户服务价值以及需要关注的三大客户服务趋势。点击阅读更多了解具体内容。
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Evolve Your CRM From Departmental CRM To Unified CRM

Kate Leggett September 9, 2020
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]
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Knowledge Management Solutions Are Powerful, But Choosing The Right One Is Hard

Kate Leggett August 18, 2020
Since the start of the pandemic, customer service organizations are doubling down on their investments in knowledge management because these solutions: Empower customer service agents to deliver successful outcomes. One of the top three drivers of customer service success is agent knowledge. The early days of knowledge management focused on streamlining access to curated content. […]
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How To Make Customer Service More Digital

Kate Leggett July 20, 2020
Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication channels in silos, which means that: (1) Agents have no knowledge of the customer’s prior digital interactions and (2) they cannot easily understand a customer’s prior actions […]
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Digital-First Customer Service Solutions Deliver Highly Automated Service

Kate Leggett July 13, 2020
There is no single customer service solution that is ideal for all sizes of organizations, all industries, or all business models. For example, many companies selling and supporting higher-value, considered purchases have complex customer service processes that require collaboration between the account and customer service organization. Each customer interaction is also an opportunity to nurture […]
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Digital-First Customer Service Solutions Emerge As Their Own Software Category

Kate Leggett June 29, 2020
More customers are using self-service as a first point of contact during the pandemic. Learn how companies are working to improve the experience.
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How To Successfully Add RPA To Customer Service Operations

Kate Leggett May 18, 2020
More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to process and policy, and allows agents to focus on work that matters. Yet contact centers often don’t see the initial ROI of RPA play out as they scale […]
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RPA Helps Contact Centers Deliver Better Customer Experiences

Kate Leggett March 4, 2020
RPA (robotic process automation) is a tactical, short-term fix to digitize common, reproducible agent tasks in the contact center. It’s an easy overlay to your existing technology ecosystem and extends the life of the contact center applications. Forrester data shows that over 44% of organizations are already using RPA. There are two forms of RPA. […]
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Top CRM Trends For 2020

Kate Leggett February 11, 2020
Customer experience (CX) is still king in 2020. Modern customer relationship management (CRM) must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top five trends for CRM in 2020: Self-service for end-to-end customer journey support increases. More customers […]
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Five Forces Shape The Modern CRM Landscape

Kate Leggett February 4, 2020
What is CRM? It’s not SFA (sales force automation) and it’s not marketing automation — although many use CRM to reference these two technologies. Forrester defines CRM as: “The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers.” . . . that is, to support […]
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The Three Megatrends For Customer Service In 2020

Kate Leggett January 16, 2020
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
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The Future Of Contact Center Work: How To Source New Agent Talent

Kate Leggett January 14, 2020
AI and automation are already reshaping call centers. Get your customer service organization prepared with these talent acquisition tips.
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RPA Impacts Employee And Customer Experiences — And That’s A Big Deal

Kate Leggett November 12, 2019
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […]
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Much To Gain For SAP With Bob Stutz Joining Its CRM Team

Kate Leggett October 18, 2019
Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel in 1998, in the early days of IT-driven, on-premises CRM. Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]
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Use RPA To Make Customer Service Agents More Effective

Kate Leggett October 1, 2019
Customer service organizations turn to robotic process automation (RPA) to provide tactical and short-term fixes to digitize common, reproducible agent tasks. There are two forms of RPA: Attended mode RPA. These bots target the front office. They are invoked by agents in the flow of their work. In the case of an exception, the bot […]
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