Forrester Research : Analyst

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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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 (1)

1 result in Everything

Information Management
Claire Schooley
Past 6 months

For CIO Professionals
Report:Social Business And Collaboration Success Hinges On Effective Change Management
Change Management: The Social Business And Collaboration Playbook
Rob Koplowitz, Claire Schooley, Philipp KarcherFebruary 04, 2013
It's often said, "You can lead a horse to water, but you can't make him drink." Nowhere in the world of enterprise IT is this adage more fitting than in social business and collaboration. For two...
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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

For CIO Professionals

Report:Social Business And Collaboration Success Hinges On Effective Change Management

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