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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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Topics

2 results in Everything

  • Travel
  • William Band
  • Packaged Applications

  • For Application Development & Delivery Professionals

    Report:CRM And eCommerce Converge In A World Of Multiple Touchpoints

    Welcome To The Era Of Agile Commerce

    William BandMay 27, 2011

    Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices as...

    • Downloads: 958

  • For Application Development & Delivery Professionals

    Report:How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience

    William BandMay 24, 2011

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

    • Downloads: 880
 
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