Forrester Research : Analyst : Kate Leggett

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Find Kate on:
Blog: Application Development & Delivery Blog

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at 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.

Research Coverage:

CRM Applications, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, IT Consulting, Packaged Applications, Social Computing, Web 2.0

Kate Leggett's Research

For Application Development & Delivery Professionals
Report: Market Overview: Chat Solutions For Customer Service
Kate Leggett, Art SchoellerJune 4, 2013
Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor la...
- Downloads: 153
For Application Development & Delivery Professionals
Report: TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013
Kate Leggett, Art SchoellerApril 17, 2013
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the ...
- Downloads: 219
For eBusiness & Channel Strategy Professionals
Report: Understand Communication Channel Needs To Craft Your Customer Service Strategy
Kate LeggettMarch 11, 2013
Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and demogra...
- Downloads: 385
- Rating:
For Application Development & Delivery Professionals
Report: Navigate The Future Of Customer Service
Kate LeggettFebruary 1, 2013
As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-t...
- Downloads: 1571
- Rating:
For Application Development & Delivery Professionals
Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service
Kate LeggettDecember 26, 2012
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 service...
- Downloads: 1398
- Rating:

View all of Kate Leggett's Research

For Application Development & Delivery Professionals
Report: Market Overview: Customer Service Specialty Solutions
Kate LeggettDecember 10, 2010
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: 1564
For Application Development & Delivery Professionals
Report: Navigate The Future Of Customer Service
Kate LeggettFebruary 1, 2013
As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-t...
- Downloads: 1571
- Rating:
For Application Development & Delivery Professionals
Report: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012
Kate LeggettJuly 11, 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: 1429
For Application Development & Delivery Professionals
Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service
Kate LeggettDecember 26, 2012
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 service...
- Downloads: 1398
- Rating:
For Application Development & Delivery Professionals
Report: Trends 2011: Customer Service
Kate LeggettJanuary 25, 2011
Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they ...
- Downloads: 1226