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

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Emily Collins (1)
Fatemeh Khatibloo (1)

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Mobile Marketing (4)

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Emerging Methods
Customer Insights

For Customer Insights Professionals
Tool:Improving Customer Experience Is Top Of Mind For CI Professionals
Suresh VittalFebruary 28, 2011
For Customer Insights Professionals
Report:Marketing Technology Adoption 2011
Findings From Forrester's Q4 2010 Survey Of Customer Intelligence Professionals
Suresh VittalFebruary 28, 2011
Forrester recently surveyed 137 Customer Intelligence professionals to understand their marketing technology priorities, plans, and budgets. Old issues continue to fester — a lack of a...
- Downloads: 610
- Rating:
For Customer Insights Professionals
Report:Revisiting The Online Marketing Suite
Joe StanhopeFebruary 07, 2011
After several years of relative obscurity and false starts, the online marketing suite is poised to gain steam as marketers focus on resolving multichannel complexity and as vendors seek out new...
- Downloads: 1146
For Customer Insights Professionals
Charts & Figures:Outsourcing Online Technologies Is The Path Of Least Resistance
Suresh VittalFebruary 28, 2011
For Customer Insights Professionals
Report:The Evolution Of The Customer Engagement Agency
Fatemeh KhatiblooFebruary 13, 2012
As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...
- Downloads: 508
- Rating:
For Customer Insights Professionals
Report:Five Ways To Mobilize Your Loyalty Program In 2013
Mobile Channels Offer Rich Opportunities For Rewards And Engagement
Emily CollinsJanuary 30, 2013
Mobile continues to grow in importance for reaching and engaging empowered consumers and loyalty program members. From a data perspective, it opens up new streams of information that provide better...
- Downloads: 279

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Analyst

Topics

For Customer Insights Professionals

Tool:Improving Customer Experience Is Top Of Mind For CI Professionals

For Customer Insights Professionals

Report:Marketing Technology Adoption 2011

For Customer Insights Professionals

Report:Revisiting The Online Marketing Suite

For Customer Insights Professionals

Charts & Figures:Outsourcing Online Technologies Is The Path Of Least Resistance

For Customer Insights Professionals

Report:The Evolution Of The Customer Engagement Agency

For Customer Insights Professionals

Report:Five Ways To Mobilize Your Loyalty Program In 2013

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