Kate Leggett

Use RPA To Make Customer Service Agents More Effective

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...

Salesforce buys Tableau to actualize data-driven engagement

Salesforce announced today its’ intent to acquire Tableau Software. This move adds a robust data visualization and insights solution to their customer engagement portfolio. Unlike other acquisitions, Tableau will operate under its own brand post acquis...

Sales And Service Tech: Two Sides Of The Same Coin?

Apple reached $1 trillion, but is it enough to beat Amazon?Learn how focusing on deeper customer relationships will help Apple – and your brand – compete with Amazon for consumers’ attention. Download the report    Automation and AI a...

Engagement Costs Aren’t Being Tamed: What Customer Service Should Do

Forrester’s What It Means Podcast ...

AI-Fueled Customer Service Delivers Real Results

AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now. AI today is still in its...

Top Trends For CRM In 2017 – It’s All About Differentiated (Digital) Experiences

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:…

Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic

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...

Findings From The Forrester CRM Wave For Enterprise Organizations

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 —...

Field Service: Increasingly Important For Differentiated Customer Service Experiences

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,...

It’s About Time That Salesforce Fixed Its Gaping Commerce Hole

Salesforce announced today their intent to acquire Demandware for $2.8 billion – its largest acquisition to date. This move adds a 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...

For Customer Service Solutions, Bigger Is Not Always Better

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...

Your Customers Don’t Want To Call You For Support

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...

CRM Success Requires Focus On People, Not Only Technology

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...

Forrester’s Top CRM Trends For 2016 And Beyond

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…

Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To...

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...

Forrester’s Top Trends For Customer Service In 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...

The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 2015

The customer service vendor space is a mature space. Yet there have been many changes in the last five years and clearly more to come. Two driving factors will accelerate these changes: Big fish eat little fish, and each bite broadens the reach of the...

CRM Success Is Simple If You Avoid These Common Pitfalls

Sound Advice from 400 CRM Practitioners In today’s world, the only source of competitive advantage is one that can survive technology-fueled disruption – It’s the obsession with understanding, connecting with, serving, and delighting customers. Forrester reports that customer experience is the top strategic initiative for...

Enterprise and midsize customer service solutions – what’s the difference?

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...

Knowledge Management Delivers Real Results For Customer Service

Why the continued focus on knowledge management? It’s because customers increasingly leverage web self-service as a first point of contact with a company. In 2014, web self-service was the most commonly used communication channel for customer service, exceeding phone use.  And good web self-service...

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