Kate Leggett

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 […]

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 […]

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 […]

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 — […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 – […]

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 […]

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 […]

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 […]