Kate Leggett

The ServiceNow Knowledge 2025 event unveiled ambitious advancements in AI-driven enterprise technology, with a focus on autonomous workflows, unified data platforms, and human-machine collaboration. Key announcements included the launch of the AI Control Tower for managing AI agents, the expansion of Workflow Data Fabric to unify disparate data sources, and the intent to acquire data.world […]

The Forrester Wave™: Customer Relationship Management Software, Q1 2025, our latest evaluation of CRM providers, shows a market on the cusp of change.

Each vendor in the CRM wave offers unique capabilities. Some vendors are better positioned to incorporate AI that will transform this market. Find out more in this preview of our latest wave.

CRM software has become overengineered, and complexity is killing its value, but AI has the potential to simplify CRM.

Customer relationship management (CRM) systems initially focused on supporting core front-office functions such as sales and marketing, but the value proposition of CRM has significantly expanded through strategic tech convergence, driving substantial revenue growth for vendors.

Learn the changes that your customer service organization needs to make in order to capture tacit knowledge and begin putting it to work through AI models.

To succeed, customer service organizations must curate a set of technologies that underpin their operations. To discover the most important ones, we surveyed technology decision-makers, suppliers, and other subject matter experts for their opinions about which ones really mattered.

Close to 70% of organizations plan to increase their CRM investments over the next year. Learn more about the the impact emerging technologies are having on CRM performance and adoption across three benefit horizons.

After a challenging 2024, two themes will dominate the enterprise software market in 2025: trust and value. Learn more in our 2025 predictions for enterprise software.

Enterprise business applications run all phases of a company’s operations such as sales, customer service, accounting, finance, human resources, inventory, and manufacturing. They streamline and coordinate work across the enterprise, supporting corporate goals of revenue, profitability, and cost optimization. As a result, the market for these applications continues to aggressively grow. Today’s business applications are […]

Learn five of the biggest trends in CRM to be watching before you head off to the big CRM conferences this fall.

Salesforce and Workday announced a strategic partnership to blend customer, financial, and employee data in a shared data foundation that negates the need to duplicate data or build custom integration. The result? Optimized employee and customer experiences that up-level business outcomes for joint Salesforce-Workday customers. The strategic objective? Salesforce extends its power into back-office workflows […]

Contact center leaders are now employing generative AI to mark a new dawn in the contact center. Brands will need to face challenges head on and capitalize on opportunities to redefine the contact center as we know it.

The two technologies are increasingly encroaching on each other’s spaces. It's up to the brands that deploy these solutions to decide what functionality to take from which vendor — which is not a simple task.

Industry CRMs are highly verticalized solutions. Despite their value, companies are slow to adopt them. Learn why you should consider them.

Enterprise customer service solutions support customers over a breadth of channels and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.

Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]

Learn the four biggest challenges enterprise business applications can mitigate to fast-path your intelligent enterprise technology strategy.

Shareholders demand profitable, responsible revenue growth. Buyers expect you to deliver value at every step of the sales process. And sellers expect to be prompted to the best actions and steps to take to achieve quota. It’s really hard to deliver on all these expectations. Buying motions are complicated. They involve more business and IT […]