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  • Kate Leggett

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  • For Application Development & Delivery Professionals

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    Report How AI Will Transform Customer Service

    The Present And Future Of Artificial Intelligence In Contact Centers
    June 16, 2017 | Kate Leggett

    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 to...

  • For Application Development & Delivery Professionals

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    Report Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook
    June 8, 2017 | 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...

  • For Application Development & Delivery Professionals

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    Report Amazon Connect: Not Yet Ready For Prime Time

    Take A Wait-And-See Approach Before Choosing Amazon's New Cloud Contact Center Offering
    May 31, 2017 | Kate Leggett, Art Schoeller

    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

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    Report Visual Engagement Drives Relationships And Revenue For Customer Service

    Use Video To Elevate Your Customer Service Experience
    May 5, 2017 | Nick Barber, Kate Leggett

    Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through the customer conversation clutter, to be better understood, and to connect...

  • For Application Development & Delivery Professionals

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    Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    May 5, 2017 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you should keep a laser focus on creating business value. Sound planning for CRM requires...

  • For Application Development & Delivery Professionals

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    Report Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead
    May 3, 2017 | John Bruno, Kate Leggett

    Companies rely heavily on mature CRM suites to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. But with companies placing greater...

  • For Application Development & Delivery Professionals

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    Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    May 1, 2017 | Kate Leggett

    Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals....

  • For Application Development & Delivery Professionals

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    Report TechRadar™: Customer Service Intelligence, Q2 2017

    The State Of Intelligence In Customer Service, Now And In 2025
    April 7, 2017 | Kate Leggett, Rowan Curran

    Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease,...

  • For Application Development & Delivery Professionals

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    Report Five Ways To Cut The Risk Of Going All In With A Salesforce Customer Platform

    Salesforce Is Now A Major Platform For Digital Business — Don't Let Complexity Cut Its Value
    April 3, 2017 | John R. Rymer, Liz Herbert

    Salesforce is the most prominent choice for enterprises seeking a single platform for all things customer. The growing number of enterprises signing up to go all in with Salesforce as their...

  • For Application Development & Delivery Professionals

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    Report Navigating Salesforce's Complex Landscape

    Not Just CRM: A Primer To Aid Strategic Planning
    March 15, 2017 | Kate Leggett, John R. Rymer

    Many enterprises have expansive visions for using Salesforce but quickly encounter a vexing question: Which of the vendor's several cloud applications will they need? No wonder: Salesforce now...

  • For Application Development & Delivery Professionals

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    Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    March 2, 2017 | 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...

  • For Application Development & Delivery Professionals

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    Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    February 24, 2017 | Kate Leggett, Art Schoeller

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

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    Report How To Get The Most Out Of Your CRM

    Best Practices: Thirty-One Customers Share Lessons Learned On Getting Value From CRM
    February 23, 2017 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM can't afford failed technology projects. These deployments are costly, affect many employees, and hinge on much more than...

  • For Application Development & Delivery Professionals

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    Report Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook
    February 17, 2017 | Kate Leggett

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

  • For Application Development & Delivery Professionals

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    Report Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook
    February 8, 2017 | Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customers' expectations and companies' cost constraints. With siloed governance processes being...

  • For Application Development & Delivery Professionals

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    Report Navigate The Future Of CRM In 2017

    Vision: The CRM Playbook
    January 30, 2017 | Kate Leggett

    In the age of the customer, good customer experiences are the only sources of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block...

  • For Application Development & Delivery Professionals

    Report

    Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic

    Vision: The Contact Centers For Customer Service Playbook
    January 27, 2017 | Kate Leggett

    In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    December 13, 2016 | Ian Jacobs, Kate Leggett

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016

    Oracle And Salesforce Lead A Mature Field Of Vendors
    November 21, 2016 | Kate Leggett

    In our 36-criteria evaluation of CRM suites for enterprise organizations, we identified the nine most significant CRM suites from eight prominent vendors — Infor, Microsoft, NetSuite, Oracle,...

  • For Application Development & Delivery Professionals

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    Report The Forrester Wave™: CRM Suites For Midsize Organizations, Q4 2016

    Salesforce And Oracle Lead A Mature Field Of Vendors
    November 21, 2016 | Kate Leggett

    In our 36-criteria evaluation of CRM suites for midsize organizations, we identified the most significant ones from 11 vendors — Aptean, bpm'online, Bullhorn, Infor, Microsoft, NetSuite, Oracle,...

  • For Application Development & Delivery Professionals

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    Report Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook
    November 4, 2016 | Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report...

  • For Application Development & Delivery Professionals

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    Report Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook
    October 5, 2016 | Kate Leggett

    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...

  • For Application Development & Delivery Professionals

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    Report Brief: Deliver Superior Customer Experiences With Modern Field Service Technologies

    Field Service Finally Pivots Away From Being An Efficiency And Productivity Play
    October 3, 2016 | Kate Leggett

    Modern field service technologies allow service technicians to become your frontline brand ambassadors every time they interact with your customers. These interactions are by far the most personal...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: The Growing Demand For Vertical CRM Solutions

    Landscape: The CRM Playbook
    August 23, 2016 | Kate Leggett

    In the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. They...

  • For Application Development & Delivery Professionals

    Report

    Report Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    August 4, 2016 | 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...

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