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  • Kate Leggett
  • Maturity Assessment

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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Gauge Your Customer Service Maturity

    Assessment: The Contact Centers For Customer Service Playbook
    July 8, 2020 | Kate Leggett, Ian Jacobs

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

  • 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...