Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.
AI agents are reshaping customer service solutions into fully agentic systems that resolve customer inquiries end to end. Vendor innovation far outpaces what customers use today.
Data shows that the customer service labor market is already contracting as companies decouple customer service inquiry growth from headcount.
AI agents in CRM operations provide quantifiable value by increasing productivity and revenue and scaling operations. Best practices for success are emerging.
Great postsale experiences multiply customer and organization value. Redesign journeys to help customers make measurable progress toward their outcomes.
This report reveals key insights about the key purchase triggers, sources of influence, and purchasing channels for business applications.
Understand the benefits of industry CRM and whether it is a good fit for your organization.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
