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.
AI Will Reshape Customer Service Jobs In Dramatic Ways
Forrester predicts that by 2030, AI will cause 49% of current customer service jobs to disappear. The jobs to be done will change.
Balance Control When Negotiating With Salesforce
Since the launch of Agentforce in 2024, Salesforce has shifted from a primarily seat-based CRM vendor to an AI-first company. This pivot introduces what...
Think About The Agentic Shift With Your Next Customer Service Solution
There is so much excitement about how AI is changing customer service operations. What was once a reactive, cost-heavy, and manual function is turning...
SaaS As We Know It Is Dead: How To Survive The SaaS-pocalypse!
SaaS company valuations in the first week of February 2026 saw a massive sell-off. In seven days, over $1 trillion in market capitalization was...
Predictions 2026: AI Gets Real For Customer Service — But It’s Not Glamorous Work
Customer service leaders are counting on an impending year of business transformation boosted by the power of today’s AI. Yet 2026 will not be...
AI Catapults The CRM Market To A Moment of Reckoning
CRM software has become overengineered, and complexity is killing its value, but AI has the potential to simplify CRM.
ServiceNow And Salesforce Cross Battle Lines In An Escalating CRM War
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...
Predictions 2025: A Year Of Reckoning For Enterprise Application Vendors
Enterprise application giants facing macroeconomic pressures, heightened customer expectations, and concerns about trust in the wake of the CrowdStrike disruption and CDK outage are...
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....