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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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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  • eCommerce
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  • Thomas Husson

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    Report:2012 Mobile Trends For eBusiness Professionals

    Julie A. Ask, Thomas HussonMay 2, 2012

    Talk of "the year of mobile" is not only passé but also irrelevant. The disruptive forces of mobile arrived more than two years ago and will fundamentally change businesses in the decades to...

    • Downloads: 2560

  • For eBusiness & Channel Strategy Professionals

    Report:2013 Mobile Trends For eBusiness Professionals

    Landscape: The Mobile eBusiness Playbook

    Julie A. Ask, Thomas HussonFebruary 13, 2013

    With more than 1 billion smartphones in consumers' pockets at the beginning of 2013, mobile is driving a second Internet revolution that's even more profound than the first one. Mobile creates new...

    • Downloads: 718
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    Report:The State Of Mobile Commerce In Europe

    Mobile Commerce Is Still Nascent And Shows A Small But Growing Market Opportunity

    Lauriane Camus, Thomas HussonJuly 13, 2010

    European mobile commerce is still at an early stage. Digital content is still the primary product purchased via mobile devices, but consumers show growing interest in using their mobile phone for all...

    • Downloads: 1000
 
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