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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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2 results in Everything

  • Healthcare & Life Sciences
  • J. P. Gownder

  • For Marketing Leadership Professionals

    Report:Brand Loyalty Isn't Enough For Products Anymore

    Product Strategists Must Build Total Product Experiences To Combat Consumers' Declining Brand Loyalty

    J. P. GownderOctober 04, 2011

    Brand loyalty has long been a critical pillar of product strategy, but its power is in relative decline. Technology and a recessionary economy have threatened the value of brand loyalty, especially...

    • Downloads: 664
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  • For Marketing Leadership Professionals

    Report:Case Study: RehabCare Extends Its Healthcare Offering Using iOS Devices

    An Empowered Report

    Seth Fowler, J. P. GownderDecember 30, 2010

    RehabCare has implemented a deeply integrated strategy using iOS devices, like the iPhone, iPad, and iPod touch, that has changed the way it delivers care to its patients. Its offering required...

    • Downloads: 310
 
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