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

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Date Range

Past 18 months (2)

Methodology

Forrsights For Business Technology (17)

Analyst

Topics

Telecommunication Services (15)
Packaged Applications (11)
Business Process Management (10)
Tech Sector Economics (10)
IT Management (9)
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- Business Process Management (10)
- Enterprise Architecture Strategy and Process (7)
- Information Management (1)
- IT Management (9)
- Packaged Applications (11)
- Tech Sector Economics (10)
- Telecommunication Services (15)

Industry

Region

North America (1)

18 results in Everything

Enterprise Architecture
Public Sector

For Enterprise Architecture Professionals
Tool:Top Challenges Are Creating A Road Map, Evangelizing, And Ensuring A Customer Focus
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
For Enterprise Architecture Professionals
Report:Trends 2011: The State Of Business Process Change Maturity
Our Survey Shows That Firms Are Not Ready For Sustainable BPM
Alexander Peters, Ph.D.March 29, 2011
From our recent survey of 153 business process professionals who drive business process change initiatives across a wide spectrum of industries, we found that 59% of the survey respondents operate...
- Downloads: 595
For Enterprise Architecture Professionals
Report:Industry-Specific Master Data Management Trends
Rob KarelApril 06, 2011
This set of data charts, taken from the November 2010 Global master Data Management Online Survey, analyzes data from 134 MDM-savvy IT professionals in five distinct industries-- healthcare; the...
- Downloads: 83
For Enterprise Architecture Professionals
Report:Industry-Specific Master Data Management Trends
Rob KarelApril 06, 2011
For Enterprise Architecture Professionals
Tool:Not All Process Change Practices Are Created Equal
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
For Enterprise Architecture Professionals
Tool:Primary Drivers For EA Programs
Alex Cullen, Tim DeGennaroMarch 04, 2011
For Enterprise Architecture Professionals
Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs
Clay RichardsonJanuary 27, 2012
These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.
- Downloads: 42
For Enterprise Architecture Professionals
Report:The State Of EA 2010
EA's Top Focus: Overcoming Long-Standing Obstacles
Alex Cullen, Tim DeGennaroMarch 04, 2011
Forrester's "State Of EA 2010" report shows consistent themes and incremental progress by the enterprise architecture (EA) function in most firms. EA leaders are part of senior IT management and have...
- Downloads: 627
For Enterprise Architecture Professionals
Tool:Mobile, Social, And Cloud Influence Collaboration, Content, And Application Architectures
Alex Cullen, Tim DeGennaroMarch 04, 2011
For Enterprise Architecture Professionals
Tool:Larger Organizations Struggle To Achieve Higher Maturity Levels
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
For Enterprise Architecture Professionals
Report:Federal IT Cost Reduction Efforts Will Require Process Change To Succeed
Brian HopkinsFebruary 06, 2012
In an attempt to control IT costs, the US federal government is establishing mandates that are forcing deep and massive technology change. With data center consolidation and cloud migrations entering...
- Downloads: 318
- Rating:
For Enterprise Architecture Professionals
Tool:EA Can Build The Case But Has Trouble Selling IT
Alex Cullen, Tim DeGennaroMarch 04, 2011
For Enterprise Architecture Professionals
Tool:EA Programs Have The Technical Architectures Under Control
Alex Cullen, Tim DeGennaroMarch 04, 2011
For Enterprise Architecture Professionals
Tool:Organizations' Maturity Levels Are Consistent Across Two Surveys
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
For Enterprise Architecture Professionals
Tool:EA's Priority Is To Communicate And Connect With Value
Alex Cullen, Tim DeGennaroMarch 04, 2011
For Enterprise Architecture Professionals
Tool:Mature Firms Take A More Balanced Approach To Improvement
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
For Enterprise Architecture Professionals
Report:Focus On Customers And Business Architecture For Greater Business Process Maturity
Results From The Forrester/IQPC Survey Of Business Process Pros
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
Over the past decade, business process transformation and continuous improvement initiatives have gained strategic traction. Despite C-suite attention, most organizations still fall relatively low on...
- Downloads: 752
For Enterprise Architecture Professionals
Tool:Business Architecture Efforts Play An Essential Role In Organizational Maturation
Derek Miers, Alexander Peters, Ph.D.August 30, 2011
For Enterprise Architecture Professionals
Tool:Business Process Pros' Challenges Change As The Organization Matures
Derek Miers, Alexander Peters, Ph.D.August 30, 2011

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Methodology

Analyst

Topics

All Topics

Industry

Region

For Enterprise Architecture Professionals

Tool:Top Challenges Are Creating A Road Map, Evangelizing, And Ensuring A Customer Focus

For Enterprise Architecture Professionals

Report:Trends 2011: The State Of Business Process Change Maturity

For Enterprise Architecture Professionals

Report:Industry-Specific Master Data Management Trends

For Enterprise Architecture Professionals

Report:Industry-Specific Master Data Management Trends

For Enterprise Architecture Professionals

Tool:Not All Process Change Practices Are Created Equal

For Enterprise Architecture Professionals

Tool:Primary Drivers For EA Programs

For Enterprise Architecture Professionals

Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs

For Enterprise Architecture Professionals

Report:The State Of EA 2010

For Enterprise Architecture Professionals

Tool:Mobile, Social, And Cloud Influence Collaboration, Content, And Application Architectures

For Enterprise Architecture Professionals

Tool:Larger Organizations Struggle To Achieve Higher Maturity Levels

For Enterprise Architecture Professionals

Report:Federal IT Cost Reduction Efforts Will Require Process Change To Succeed

For Enterprise Architecture Professionals

Tool:EA Can Build The Case But Has Trouble Selling IT

For Enterprise Architecture Professionals

Tool:EA Programs Have The Technical Architectures Under Control

For Enterprise Architecture Professionals

Tool:Organizations' Maturity Levels Are Consistent Across Two Surveys

For Enterprise Architecture Professionals

Tool:EA's Priority Is To Communicate And Connect With Value

For Enterprise Architecture Professionals

Tool:Mature Firms Take A More Balanced Approach To Improvement

For Enterprise Architecture Professionals

Report:Focus On Customers And Business Architecture For Greater Business Process Maturity

For Enterprise Architecture Professionals

Tool:Business Architecture Efforts Play An Essential Role In Organizational Maturation

For Enterprise Architecture Professionals

Tool:Business Process Pros' Challenges Change As The Organization Matures

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