Kate Leggett's Research
For Application Development & Delivery Professionals
Report: The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q2 2017
In our 34-criteria evaluation of customer service solution vendors for small and midsize teams, we identified the 10 most significant ones — Astute Solutions, bpm'online, eGain, Freshdesk, Micro...
For Application Development & Delivery Professionals
Report: The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2017
In our 35-criteria evaluation of customer service solution vendors for enterprise organizations, we identified the nine most significant ones — eGain, Microsoft, Oracle, Pegasystems, Salesforce,...
For Application Development & Delivery Professionals
Report: How AI Will Transform Customer Service
Artificial intelligence (AI) helps customer service agents complete repetitive, predictable tasks — or takes them over. Instead of replacing agents, AI will enhance their skills and allow them t...
For Application Development & Delivery Professionals
Report: Map The Way To Your CRM Business Outcomes
When application development and delivery (AD&D) professionals create a CRM road map, they need to evaluate alternative CRM tactics, leverage synergies between initiatives, slot each new initiat...
For Application Development & Delivery Professionals
Report: Amazon Connect: Not Yet Ready For Prime Time
Amazon aims to disrupt the contact center industry with Amazon Connect — a cloud-based addition to the company's growing product portfolio that runs on Amazon Web Services (AWS). It attempts to ...
For Application Development & Delivery Professionals
Report: Trends 2016: The Future Of Customer Service
In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal...
For Application Development & Delivery Professionals
Report: Transform Customer Processes And Systems To Improve Experiences
The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and del...
For Application Development & Delivery Professionals
Report: Transform The Contact Center For Customer Service Excellence
Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forres...
For Application Development & Delivery Professionals
Report: Assess CRM Capabilities To Pinpoint Opportunities
This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social compu...
For Application Development & Delivery Professionals
Report: Choose The Right CRM Solutions For Your Organization
The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide indu...
