Kate Leggett
Kate Leggett
Kate serves Business Process Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Top CRM Trends To Follow As The Fall Conference Season Heats Up
Its only a couple of weeks away from CRM conference season – Oracle’s Cloud World is in Las Vegas from September 9-12; Salesforce’s Dreamforce is…
Salesforce Makes Moves Into Back Office With A Strategic Workday Partnership
Salesforce and Workday announced a strategic partnership to blend customer, financial, and employee data in a shared data foundation that negates the need to...
Learnings From The Q1 2024 Customer Service Wave
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...
Thrust Forward Into An Intelligent Enterprise To Deliver Real Business Value
Lead to cash Source to pay Customer service request management requiring a truck roll Asset warranty and subscription management What do all the above processes…
How GenAI Will Reshape CRM’s Value
Are we right to expect the same superpowers and natural dialogue that J.A.R.V.I.S., the AI assistant, brings to Iron Man as what generative AI...
Facebook Looks To Monetize Messaging By Acquiring Kustomer And Extend Into Customer Service
Facebook announced its intention to acquire Kustomer for $1B, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power…
Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration, But Won’t Dethrone Microsoft Teams
In its largest acquisition to date at approximately $27.7 billion, Salesforce has announced that it intends to acquire Slack in a move to add collaboration…
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…
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…
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 –…
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....
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...
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...
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...
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...
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....
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...
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...
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...