With Kate Leggett

Happy customers are loyal customers, and a world-class customer experience is essential to not just their satisfaction but their loyalty as well. However, balancing the needs of your customers with the needs of your business can prove challenging.

Forrester analyst Kate Leggett shares the proven and tested factors that most directly affect the customer experience, as well as which industries are getting it right and which are getting it wrong and leaving their customers frustrated and dissatisfied. Kate ends the session with actionable steps both agents and managers can take today to improve the customer experience.

Kate Leggett is Forrester’s Principal Analyst serving Application Development and Delivery professionals, and is a leading expert on customer service strategies. She has extensive industry experience with more than 10 years of leadership at customer service software companies, and is also a published author on customer service trends and best practices.