Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.

Education

Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.

Kate Leggett's Research

  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

    In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, ...

    • Downloads: 147
    • Rating:
  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

    In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana Sof...

    • Downloads: 76
    • Rating:
  • For Application Development & Delivery Professionals

    Report: Navigate The Future Of CRM In 2014

    The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as org...

    • Downloads: 439
    • Rating:
  • For Application Development & Delivery Professionals

    Report: Navigate The Future Of Customer Service In 2014

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the acce...

    • Downloads: 2367
    • Rating:
  • For Application Development & Delivery Professionals

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

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer dissati...

    • Downloads: 195
    • Comments: 2
    • Rating:
  • For Application Development & Delivery Professionals

    Report: Navigate The Future Of Customer Service In 2014

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the acce...

    • Downloads: 2367
    • Rating:
  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

    During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundation...

    • Downloads: 1886
    • Comments: 1
    • Rating:
  • For Application Development & Delivery Professionals

    Report: Market Overview: Customer Service Specialty Solutions

    Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction manageme...

    • Downloads: 1605
  • For Application Development & Delivery Professionals

    Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer ser...

    • Downloads: 1632
    • Rating:
  • For Application Development & Delivery Professionals

    Report: Best Practices: Knowledge Management For Customer Service

    Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the vo...

    • Downloads: 1421
    • Rating:
View all of Kate Leggett's Research

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