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.

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150 results in Everything

  • Innovation
  • For CMO Professionals

    Tool:Most Marketers Invest Conservatively In Experimentation And Testing

  • For eBusiness & Channel Strategy Professionals

    Survey:Latin American Technographics® Online Survey, Q4 2010 (Mexico, Brazil)

    Forrester conducted an online survey fielded in November and December 2010 of 4,007 individuals ages 16 to 75 in top urban cities/states of Mexico including México City (Distrito Federal),...

    • For Sourcing & Vendor Management Professionals

      Report:SVM Is Uniquely Positioned To Connect Innovation Leadership To Innovation Services

      Amid the ups and downs of the global economy, the interest in innovation among senior business leadership has only increased. Most CEOs recognize that in a business environment characterized by...

      • Downloads: 353
    • For CMO Professionals

      Charts & Figures:Most Marketers Invest Conservatively In Experimentation And Testing

      Evaluate The Balance Of Your Company's Marketing Innovation Across The Four P's

    • For Marketing Leadership Professionals

      Report:Jam Sessions Unlock Innovation For Product Strategy

      An Empowered Report

      Innovation leaders at IBM developed Jam sessions as a way of empowering employees and connecting contributors across large demographics in order to generate innovative, worldwide collaboration. These...

      • Downloads: 353
    • For CIO Professionals

      Report:Six Business Technology Trends That Will Propel Your Firm In 2013

      From Technology Foundations To Business Outcomes

      Forrester sees six important trends unfolding in business technology (BT), where information technology will most directly and visibly affect business outcomes. Not having an initiative or effort...

      • Downloads: 779
      • Comments: 3
      • Rating:
    • For CIO Professionals

      Tool:Overall Allocations To IT Functional Activities

    • For CMO Professionals

      Tool:The Four P's Are Unequally Represented In Most Marketers' Innovation Portfolio

    • For Customer Experience Professionals

      Report:Planning A Co-Creation Workshop? Sweat The Details

      Best Practices For Including Customers, Employees, And Partners In Customer Experience Design

      Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

      • Downloads: 180
      • Comments: 2
    • For Enterprise Architecture Professionals

      Report:Capitalize On Emerging Technology For Innovation And Growth

      Executive Overview: The Emerging Technology Playbook

      Emerging technology unlocks disruptive business opportunities for firms that are prepared; capitalizing on this should be a key element in your firm's innovation and growth plans. Technologies that...

      • Downloads: 214
    • For CIO Professionals

      Report:Opportunities In Education's Global Expansion

      Tap Global Enterprise Experience and Local Expertise

      In recent years, "study abroad" has taken on a whole new meaning — on brand new campuses. Many universities have established satellite campuses in host countries across the globe. These...

      • Downloads: 493
      • Rating:
    • For Marketing Leadership Professionals

      Report:Open Innovation Expands New Product Opportunities

      Vision: The Open Innovation Playbook

      A company's commitment to innovation, and how it approaches it, can dramatically alter the opportunities that exist for successful product innovation. It's time to put your closed-innovation...

      • Downloads: 654
    • For Customer Insights Professionals

      Report:How Prediction Markets Help Forecast Consumers' Behaviors

      Emerging Market Research Methodology: Prediction Markets Are Your Innovation And Market Assessment Barometer Tool

      Market insights professionals are repeatedly tasked with delivering quick insights that will accurately predict what consumers will do or buy in the future. Traditional research methods do not always...

      • Downloads: 541
    • For CMO Professionals

      Report:Marketing Budgets For 2012 Expose A Fear Of Commitment

      Digital Media Spending Surpasses That Of Traditional Media, But Marketers Wait To Commit Spend

      As the economic recession lingers on, marketers remain cautious. Forecasts show that budgets are on the rise, but marketers are reluctant to commit. A more pragmatic marketer is emerging who wants...

      • Downloads: 812
    • For CMO Professionals

      Report:How To Drive Marketing Innovation

      Innovation Must Be Deliberate, Distributed, And Demonstrable

      Marketing innovation is a business priority. But not all marketing leaders are meeting the challenge despite executive interest. CMOs who are better at driving their organizations are doing so by...

      • Downloads: 770
    • For Marketing Leadership Professionals

      Report:Drive Product Innovation To Mature Your Mobile Strategy

      Mobility is at the core of global digital disruption trends, and product strategists are best positioned to anticipate how smartphones open up new opportunities for product and service innovation. To...

      • Downloads: 556
      • Rating:
    • For Marketing Leadership Professionals

      Report:Case Study: PagesJaunes Embraces The Local Social Web To Drive Mobile Product Innovation

      The French Yellow Pages Firm Is Turning Mobile Market Disruption Into Competitive Advantage

      Local and social trends are converging and are strong mobile catalysts: These factors have accelerated the importance of mobile to PagesJaunes and its customers. The French yellow pages company has...

      • Downloads: 440
    • For Marketing Leadership Professionals

      Report:Disruptive Renewal

      An Empowered Report: How To Drive Transformational Product Innovation In Your Organization

      Neither disruption nor product innovation are new, but let us be clear: Your company is about to be disrupted like never before. Consumers are adopting disruptive technology — namely connected...

      • Downloads: 551
    • For CIO Professionals

      Report:Perspectives On Asia's BT Journey

      Insights From Asian CIOs At Forrester's CIO Summit APAC 2012

      CIOs in Asia face an inconvenient truth: transform or be overwhelmed by the forces of change. These forces include the consumerization of IT, "everything-as-a-service," enterprise mobility, big data,...

      • Downloads: 99
    • For Marketing Leadership Professionals

      Report:Improve With Simple Innovations

      Continuous Improvement: The Email Marketing Playbook

      This report for interactive marketers is part of Forrester's email marketing playbook and provides our current recommendations for how to continuously improve your email marketing programs. By...

      • Downloads: 1089
    • For CMO Professionals

      Report:Innovating The Adjacent Possible

      How To Generate The Next Big Product Idea That Will Transform Your Industry

      Most product strategists proceed in an entirely reasonable fashion: They set proximate goals and move toward them in a linear mode, tweaking a product or service to fulfill the well-understood goals...

      • Downloads: 826
    • For Application Development & Delivery Professionals

      Report:Software Innovation In India

      How Firms Can Best Capitalize On Software Development And Configuration Opportunities In India

      The continued economic viability of software development in India, whether by independent software vendors (ISVs) or "captive" business units, depends less on pure labor arbitrage and more on...

      • Downloads: 99
      • Comments: 2
      • Rating:
    • For CIO Professionals

      Report:Move From Ideation To Innovation

      Ideation: The Innovation Playbook

      Innovation is the number-one challenge for CEOs. And CIOs are increasingly asked to help solve the challenge by supporting innovation across the enterprise with new technology. The problem is that...

      • Downloads: 840
      • Comments: 2
      • Rating:
    • For CIO Professionals

      Report:Where In The World?

      A Structured Methodology For Prioritizing Geographic Market Entry

      Many technology vendors are going global, seeking new markets to make up for the maturation of traditional ones. And rightly so; our Forrsights Budgets And Priorities Tracker Survey, Q2 2010, found...

      • Downloads: 631
    • For Marketing Leadership Professionals

      Report:Revolutionize Products Through Open Innovation

      Executive Overview: The Open Innovation Playbook

      Product innovation isn't just a nice-to-have; it's a must-have, particularly in light of the rapid changes taking place at the intersection of technology and consumer behavior. Product strategists...

      • Downloads: 339
     
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