Kate Leggett
VP, Principal Analyst at Forrester Research
VP and Principal Analyst at Forrester Research for CRM and Customer Service. “The quieter you become, the more you can hear.”
Articles
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2 weeks ago |
forrester.com | Boris Evelson |Alvin Nguyen |Kate Leggett
Forrester recently published our latest wave of BI research: The Forrester Wave™: Business Intelligence Platforms, Q2 2025. There are two important takeaways from the research that are contrary to the media narrative on business intelligence:BI is Alive and Well. For the past 20 years, Forrester has consistently encountered predictions from other analysts and vendors claiming that “BI is dead.” These predictions have repeatedly been proven incorrect.
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2 weeks ago |
forrester.com | Kate Leggett
The latest CRM Wave shows a market on the cusp of change. Agentic AI reshapes the value of CRM as we know it. Looking a decade or more into the future, the landscape of front-office jobs will likely be significantly transformed. At this point, Agentic AI – not humans – will be the first touchpoint for all customer interactions. The front office will be dedicated to supporting and optimize automations.
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3 weeks ago |
customerthink.com | Kate Leggett
Sarah Winchester, heiress to the Winchester rifle fortune, expanded a small farmhouse to a 160-room mansion in California in the 1880s. It became known as the Winchester Mystery House. She continuously added on to her house for 36 years. She rebuilt a seven-story tower 16 times. The house became a maze.
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3 weeks ago |
forrester.com | Brent Ellis |Christopher Condo |Kate Leggett
Litigation has become the default method for companies to resolve disagreements, force accountability, and establish recourse for everything from breach-related failures to contractual disagreements.
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3 weeks ago |
forrester.com | Kate Leggett |Katy Tynan
The value of AI in CRM is real. Customer interactions produce huge volumes of high-quality, well-governed data; unleashing AI on this data lets organizations summarize and surface key insights, predict best actions to take and start pursuing goals autonomously. The result? Increased productivity and effectiveness for the front office which enables organizations to deliver on the promise of better customer relationships, better customer retention, and increased revenue.
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#df23 best explanation of gen AI notes summarization. Taking the 750 word forward facing statement and making it 10 words or less #CRM https://t.co/XEBQcOGCPs
LIkewise. Excited for your journey at @ServiceNow
Dear @kateleggett, it was really nice to see you this evening! 🙏🏻#knowledge2023 #knowledge23 https://t.co/Ovlu7HF3Ol
RT @briansolis: This is a some news! @ServiceNow to acquire AI powered platform G2K to transform retail. Working in partnership with top…