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  • Customer Relationship Management (CRM)
  • Kate Leggett

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  • Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    November 15, 2019 | Kate Leggett, Art Schoeller, Ian Jacobs

    The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    November 15, 2019 | Kate Leggett

    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 CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook
    November 8, 2019 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

  • Report Use RPA To Deliver Better Customer Service Experiences

    Where And How To Get Started Deploying RPA In The Contact Center
    November 6, 2019 | Kate Leggett

    Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation,...

  • Report Predictions 2020: Customer Service

    Automation Remakes The Contact Center Organization
    October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

    We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....

  • Report The Future Of Work: You Must Change How You Hire Customer Service Agents

    Workforce Transformation Must Come Before Automation
    September 30, 2019 | Kate Leggett, Ian Jacobs

    As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    August 30, 2019 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report Gauge Your Customer Service Maturity

    Assessment: The Contact Centers For Customer Service Playbook
    August 27, 2019 | Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....

  • Report Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    July 12, 2019 | Ian Jacobs, Kate Leggett

    Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...

  • Report Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook
    July 5, 2019 | Kate Leggett

    The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

  • Report The Forrester Wave™: Customer Service Solutions, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 18, 2019 | Kate Leggett

    In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

  • Report FAQ: How To Measure Chat Quality Management

    Identify Your Goals And Measure What Matters
    June 11, 2019 | Ian Jacobs, Kate Leggett

    What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this...

  • Report Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook
    May 17, 2019 | Kate Leggett

    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 initiative...

  • Report How To Modernize Digital Customer Self-Service

    Three Steps To Improving And Scaling Experiences For The Future
    May 3, 2019 | Kate Leggett

    Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...

  • Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    April 15, 2019 | Kate Leggett

    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...

  • Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    March 19, 2019 | Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

  • 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 How To Build A Modern Agent Desktop And Transform Customer Service Experiences

    The Five Critical Elements For The Agent Desktop Of The Future
    January 28, 2019 | Kate Leggett

    Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in...

  • Report The Five CRM Trends In 2019 That Will Shape Engagement, Relationships, And Revenue

    Vision: The CRM Playbook
    January 22, 2019 | Kate Leggett

    In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but firms have only started to...

  • Report The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued

    Vision: The Contact Centers For Customer Service Playbook
    January 17, 2019 | Kate Leggett

    Automation and AI continue their relentless march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated...

  • Report The Forrester Tech Tide™: Sales Technologies, Q4 2018

    Seventeen Technologies Underpin The Sales Ecosystem
    December 20, 2018 | Tom Kaneshige, Kate Leggett, John Bruno

    Consultative selling is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in sales, companies are evaluating and adopting a range of...

  • Report Predictions 2019: Customer Service And Sales

    Invest In Humans In 2019, As Chatbot Backlash Will Emerge
    November 8, 2018 | Daniel Hong, Tom Kaneshige, Ian Jacobs

    The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far...

  • Report The Forrester Wave™: CRM Suites, Q4 2018

    The 11 Providers That Matter Most And How They Stack Up
    October 22, 2018 | Kate Leggett

    In our 33-criterion evaluation of CRM suite providers, we identified the 11 most significant ones — Aptean, bpm'online, CRMNEXT, Infor, Microsoft, NetSuite, Oracle, Pegasystems, Salesforce, SAP,...

  • Report Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook
    October 12, 2018 | Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...