Kate Leggett

Vice President, Principal Analyst

Forrester Bio

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Takeaways From The Forrester Wave For Customer Service Solutions For Enterprise Organizations, Q2 2017

Kate Leggett June 30, 2017
Consumers have more information, more choices, more access, and more power. But they don’t have more time. Customers want easy customer service experiences, that build emotional connections with the band – delivered as efficiently as possible. But enterprises struggle to deliver this kind of customer service because of the current state of customer service technology. […]
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Two Technologies That Customer Service Organizations Use To Build Emotional Connections

Kate Leggett June 19, 2017
Today customers use self-service for straightforward interactions, leaving complex issues like account closure or claims disputes for a phone conversation. These questions often take longer to resolve and are opportunities to build positive customer relationships. Customer service organizations must look out for customers' best interests and support their emotional state. Take the example of Delta […]
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Amazon Connect - The Elephant In The Room In The Customer Service Space

Kate Leggett March 29, 2017
Amazon just launched a preliminary cloud contact center offering, built on AWS. It offers an IVR, natural language understanding via Lex, queueing and routing and telephony infrastructure. It supports basic self-service interactions, and phone interactions. The best videos to explain what Amazon Connect does is at: Getting Started With Amazon Connect  and Introducing Amazon Connect.  Even […]
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Customer Success Should Be A Team Sport

Kate Leggett March 9, 2017
Customers hold the power in their relationships with businesses. Today, it's not enough for businesses to deliver products. Customers expect them to deliver outcomes and success. To do this, businesses must understand who the customer is, what their pain points are in achieving their business goals, and must help them choose the right products to […]
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Top Trends For CRM In 2017 - It's All About Differentiated (Digital) Experiences

Kate Leggett February 7, 2017
We’re firmly in the age of the customer, where customers – not executives – decide how customer-centric their companies are. And while good customer experiences can help control costs, executives are more interested in their potential to fuel sustainable top-line growth. Forrester defines CRM as: The business processes and supporting technologies that support the key […]
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Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic

Kate Leggett January 31, 2017
In today’s world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion Looking ahead, Forrester sees 10 trends for 2017 that customer service professionals should take into account as they move the needle on the quality of service that they deliver: Here […]
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Findings From The Forrester CRM Wave For Midsize Organizations

Kate Leggett January 24, 2017
We included 11 vendors in the CRM Forrester Wave™ for midsize organizations. These 11 vendors reported a total of about 200,000 midsize customers. Compared to CRM vendors tackling the enterprise space, these vendors typically offer more streamlined – and sometimes simpler – capabilities. We saw some similar – and some strikingly different trends in this […]
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Findings From The Forrester CRM Wave For Enterprise Organizations

Kate Leggett January 4, 2017
The CRM market serving the large enterprise is mature. The market has consolidated in the past five years. For example, Oracle has built its customer experience portfolio primarily by acquisition. SAP, like Oracle, aims to support end-to-end customer experiences and has made acquisitions — notably, Hybris in 2013 — to bolster its capabilities. Salesforce made […]
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Field Service: Increasingly Important For Differentiated Customer Service Experiences

Kate Leggett October 14, 2016
Field service technologies are more than two decades old. Companies have leveraged them to coordinate the flow of work orders that came in as service requests to the contact center. They were able to reap real ROI by using these technologies to schedule technicians, manage their routes and their flow of work.  Today, with the […]
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The Demand For Industry-Specific CRM Explodes

Kate Leggett August 26, 2016
Horizontal CRM solutions — as mature as they are (and they have been around for 20+ years) — don't always do a good job at supporting industry-specific business processes. Consider these examples: CRM users in manufacturing need capabilities to track projects, schedules, time sheets, labor efficiencies, and equipment inventory in addition to core CRM attributes. […]
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The Democratization Of Customer Service Forces Vendor Consolidation

Kate Leggett July 10, 2016
Today, customers expect easy, effective customer service which build positive emotional connections.  And they expect this type of service from all companies that they do business with – companies that are both big and small.   Companies use complex software from different vendors to support customer service operations. They use: Queuing and routing technologies. They […]
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It's About Time That Salesforce Fixed Its Gaping Commerce Hole

Kate Leggett June 2, 2016
Salesforce announced today their intent to acquire Demandware for $2.8 billion – its largest acquisition to date. This move adds commerce to its CRM portfolio. It's an acquisition long due, with the question of why it took Salesforce so long to fill their gaping hole in CRM functionality – commerce functionality that its formidable CRM […]
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Modern CRM Drives Engagement, Relationship And Revenue

Kate Leggett May 18, 2016
CRM technologies are more than two decades old. In the early days of CRM, companies leveraged these solutions to provide "inside-out" efficiencies –  operational efficiencies for sales, marketing, and customer service organizations. CRM aggregated customer data, analyzed that data, and automated workflows for front line personnel.  Companies could easily argue business benefits by measuring operational […]
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For Customer Service Solutions, Bigger Is Not Always Better

Kate Leggett May 5, 2016
Years ago, I worked at a large customer service vendor. Our CEO had tasked us to "eat our own dog food" – that is implement our own solutions for our customer service operations which comprised of 40 or so tier 1 and 2 customer service agents. With these marching orders, I put a group of […]
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Your Customers Don't Want To Call You For Support

Kate Leggett March 4, 2016
Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to […]
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CRM Success Requires Focus On People, Not Only Technology

Kate Leggett February 18, 2016
There’s a very large graveyard of failed CRM projects. There’s more CRM initiatives that have spiraled out of control to become multimillion-dollar investments that negatively affected large numbers of customer-facing employees and didnt deliver any real results.  The cost of poor CRM adoption is twofold: underutilized investment and unmet business objectives. We recently ran a […]
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Forrester's Top CRM Trends For 2016 And Beyond

Kate Leggett February 3, 2016
In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. And while good customer experiences can help control costs, executives are more interested in the potential for sustainable top-line growth. Forrester defines CRM as: The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, […]
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Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers

Kate Leggett January 28, 2016
Customers demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible –  so they can get back to what they were doing before the issue arose. Forrester data backs this up: In our December 2015 “Customer Lifecycle Survey,” we found that 53% of customers are likely […]
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Forrester's Top Trends For Customer Service In 2016

Kate Leggett January 6, 2016
It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be easy, effective, and strive to create an emotional bond between the customer and the company. […]
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Enterprise And Midsize Customer Service Solutions - What's The Difference?

Kate Leggett December 18, 2015
When looking to purchase a customer service solution, buyers have to remember that more features is not better; many times more is just more. In fact, when you don't need or can't use extra features, more is sometimes worse. With this in mind, we see that customer service solutions fall into two primary groups to […]
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