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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
  • IT Infrastructure & Operations
  • Charles S. Golvin

  • For CIO Professionals

    Report:Prepare For Adaptive Mobile Networks

    Small-Cell Technologies Will Transform Both Carrier And Corporate Networks

    Charles S. GolvinSeptember 14, 2012

    Mobile connections are increasingly vital to the productivity and efficiency of the businesses that CIOs support, and wireless networks are undergoing radical changes to deliver high-quality...

    • Downloads: 353
    • Comments: 1
    • Rating:

  • For CIO Professionals

    Report:Predicting Individuals' Loyalty To Mobile Computing Ecosystems

    As Multidevice Adoption Spreads, Today's Weak Attachment To Vendor Ecosystems Will Strengthen

    Charles S. GolvinMay 15, 2013

    Personal technology vendors are engaged in a battle for their customers' loyalty, which (they hope) will translate to ongoing investment in related devices, software, and services. As individuals...

    • Downloads: 50
    • Rating:

  • For CIO Professionals

    Charts & Figures:Most Global Information Workers Have No Ecosystem Loyalty

    As Multidevice Adoption Spreads, Today's Weak Attachment To Vendor Ecosystems Will Strengthen

    Charles S. GolvinMarch 14, 2013
 
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