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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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6 results in Everything

  • Healthcare & Life Sciences
  • CIO
  • Past 6 months

  • For CIO Professionals

    Report:Segmenting The US Tech Market

    SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

    Andrew BartelsDecember 13, 2012

    For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

    • Downloads: 424

  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    Connie Moore, Jamie WarnerDecember 13, 2012

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 253

  • For CIO Professionals

    Report:Mobile Engagement Demands Process Transformation

    Processes: The CIO's Mobile Engagement Playbook

    Simon Yates, Clay RichardsonFebruary 04, 2013

    To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

    • Downloads: 364
    • Rating:

  • For CIO Professionals

    Charts & Figures:Forecast: US Software Purchases By Category, 2013 And 2014

    We Forecast 6% ICT Spending Growth For Both Years

    Andrew Bartels

  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    Craig SymonsJanuary 15, 2013

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 448
    • Rating:

  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    Business Case: The CIO's Mobile Engagement Playbook

    Ted SchadlerDecember 18, 2012

    Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

    • Downloads: 673
    • Rating:

  • For CIO Professionals

    Report:US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years

    Andrew BartelsApril 25, 2013

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

    • Downloads: 254
 
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