Forrester Research : Analyst

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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

Reports (4)
Charts & Figures (20)

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4 results in Everything

Customer Experience
Megan Burns
Past 18 months
Mobile Services

For Customer Experience Professionals
Report:Better Customer Experience Correlates To Higher Net Promoter Scores
Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience
Megan BurnsNovember 09, 2012
Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...
- Downloads: 528
- Rating:
For Customer Experience Professionals
Report:The Customer Experience Index, 2012
Benchmarks: The Experience-Driven Organization Playbook
Megan BurnsJanuary 23, 2012
This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...
- Downloads: 2791
- Rating:
For Customer Experience Professionals
Report:The Business Impact Of Customer Experience, 2012
Business Case: The Experience-Driven Organization Playbook
Megan BurnsMarch 26, 2012
This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...
- Downloads: 2231
- Comments: 2
- Rating:
For Customer Experience Professionals
Charts & Figures:Consumers Rated The Experience Of 154 Brands Across 14 Industries
Megan Burns
For Customer Experience Professionals
Report:The Customer Experience Index, 2013
Benchmarks: The Customer Experience Management Playbook
Megan BurnsJanuary 15, 2013
How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...
- Downloads: 1293
- Comments: 7
- Rating:

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

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For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

For Customer Experience Professionals

Charts & Figures:Consumers Rated The Experience Of 154 Brands Across 14 Industries

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

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