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  • Kate Leggett

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  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    February 26, 2019 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    May 9, 2018 | Kate Leggett, John Bruno

    CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

  • Report Engagement Costs Continue To Rise Even With Digital: Here's How To Fight It

    Five Steps To Reinvent Customer Service In A Post-Digital World
    September 7, 2017 | Kate Leggett

    Customers use a broad spectrum of channels to interact with a company. Often, they shift from one channel to another — or even use more than one simultaneously. As more channels and touchpoints...

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