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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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  • Past 12 months
  • eBusiness & Channel Strategy
  • Brand & Product Web Sites

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Patti Freeman EvansJuly 26, 2012

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 323
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:2012 US Bank Secure Website Rankings

    Citi Moves To The Top With Added Functionality And A New Look

    Peter Wannemacher, Catherine GraeberJanuary 22, 2013

    Digital banking teams want to know where they stack up against competitors when it comes to their secure websites and other digital features — everything from mobile functionality to customer...

    • Downloads: 251
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:2012 Canadian Bank Secure Website Rankings

    Firms Continue To Enhance Core Functionality But Lack New Digital Banking Features

    Peter Wannemacher, Catherine GraeberJanuary 22, 2013

    This report details how the secure websites of the six largest retail banks in Canada stack up against each other across six categories and 66 individual criteria measuring the banks' online...

    • Downloads: 128
 
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