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  • Kate Leggett
  • Business & IT Alignment

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ForresterNow

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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  • Webinar Customer Service Predictions 2021

    Customer Service Becomes A Critical Lifeline For Distressed Customers
    Friday, November 20, 2020, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Ian Jacobs, Daniel Hong, Julie Ask

    Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    August 28, 2020 | Kate Leggett

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 14, 2020 | 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
    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 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 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...