Kate Leggett

Vice President, Principal Analyst

Forrester Bio

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RPA Impacts Employee And Customer Experiences — And That’s A Big Deal

Kate Leggett 5 days ago
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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Salesforce Buys ClickSoftware To Bolster Its Field Service Offering

Kate Leggett August 8, 2019
Salesforce continues its fast and furious acquisition spree by picking up ClickSoftware for $1.53 billion to beef up its field service capabilities. Field service is a rapidly growing area in CRM. Growth is fueled by the demand for: 1) differentiated customer experiences, which extends to a field worker showing up at a customer or a […]
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Use Forrester’s Customer Service Wave™ To Guide Your Product Selection

Kate Leggett August 8, 2019
Not all customer service vendor solutions are a good fit for your organization, and choosing the right one depends on the number of agents you have, your growth projections, your business model, the type of industry you are in, and whether you are looking for a standalone customer service solution or one that is part […]
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Salesforce Buys Tableau To Actualize Data-Driven Engagement

Kate Leggett June 10, 2019
Salesforce announced today its intent to acquire Tableau Software. This move adds a robust data visualization and insights solution to its customer engagement portfolio. Unlike other acquisitions, Tableau will operate under its own brand post-acquisition. Tableau Software offers an enterprise business insights (BI) solution to access, combine, and cleanse data from disparate sources. It allows […]
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Your Customers Want to Self-Serve — It’s Good For Them And Good For You

Kate Leggett May 23, 2019
Your customers have more choice over what products to buy, where to buy them, and how to buy them. What they don’t have is time. In fact, Forrester finds that two-thirds of customers say valuing their time is the most important thing a company can do to provide them with good service. Customer service organizations […]
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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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