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.

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121 results in Everything

  • Past 12 months
  • Security, Risk and Compliance
  • For Security & Risk Professionals

    Report:Build An Information Security Management System

    Policy And Procedures: The S&R Practice Playbook

    Over recent years, the information security industry has matured nicely; experts and associations have documented many best practice models, and their adoption has been widespread. It's disconcerting...

    • Downloads: 765
  • For eBusiness & Channel Strategy Professionals

    Survey:European Technographics® Online Benchmark Survey, Q3 2012

    Forrester conducted an online survey fielded in July 2012 of 20,778 European individuals in France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. This survey is based on an...

    • For Security & Risk Professionals

      Report:Job Description: Chief Privacy Officer

      Skills And Staffing: The Data Security And Privacy Playbook

      This report discusses skills and staffing implications of Forrester's solution for security and risk (S&R) professionals to act in developing their organization's data security and privacy strategy....

      • Downloads: 226
    • For Security & Risk Professionals

      Charts & Figures:Opportunities And Threats For Mobile Ecosystem Players

    • For Security & Risk Professionals

      Report:Identify And Influence Data Security And Privacy Stakeholders

      Stakeholder Needs: The Data Security And Privacy Playbook

      This report outlines Forrester's solution for security and risk executives seeking to develop a data privacy and protection program and gain stakeholder support. As a security and risk (S&R)...

      • Downloads: 861
    • For Infrastructure & Operations Professionals

      Report:Source Business Technology Resiliency Capabilities

      Tools And Technology: The Business Technology Resiliency Playbook

      When anxious executives ask you to improve or maintain business resiliency across the enterprise, it's likely that you'll need help. The skills and expertise required to stay on top of key trends,...

      • Downloads: 795
    • For Security & Risk Professionals

      Report:Build A Strategic Security Program And Organization

      Strategic Plan: The S&R Practice Playbook

      This report outlines the strategic vision of Forrester's solution for security and risk (S&R) professionals looking to build a high-performance security program and organization. This report is...

      • Downloads: 2299
    • For Enterprise Architecture Professionals

      Report:How To Successfully Set Up IT Infrastructure For Your Business In China

      For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

      • Downloads: 86
      • Rating:
    • For Security & Risk Professionals

      Report:Mobile Authentication: Is This My App? Is This My User?

      Strategy Deep Dive: The Mobile Security And Operations Playbook

      Mobile devices are everywhere: at work, in the hands of your customers, and with employees. Security and risk (S&R) professionals need to provide users with secure and seamless mobile access to...

      • Downloads: 489
      • Comments: 4
      • Rating:
    • For Security & Risk Professionals

      Report:Identify And Influence Identity Stakeholders

      Stakeholder Needs: The Identity And Access Management Playbook

      This report outlines the stakeholder needs of the Identity And Access Management playbook. Forrester has identified lack of IT executive buy-in and attention as a chronic issue in projects related to...

      • Downloads: 392
    • For Sourcing & Vendor Management Professionals

      Report:Stop Assessing Geographies And Suppliers Separately

      Clients Should Use Forrester's Vendor Viability Index To Optimize The Alternative Geography Supplier Selection Process

      As more companies expand their use of global delivery models, assessing the risk of potential countries and cities is crucial. Traditional approaches to location analysis have typically comprised...

      • Downloads: 44
    • For Security & Risk Professionals

      Report:Prepare For Anywhere, Anytime, Any-Device Engagement With A Stateless Mobile Architecture

      Future Look: The Mobile Security And Operations Playbook

      This report outlines Forrester's future look for mobile security and operations. We designed this report to help security and risk (S&R) and infrastructure and operations (I&O) executives understand...

      • Downloads: 1536
      • Rating:
    • For Security & Risk Professionals

      Report:Source Your Identity And Access Management Capabilities

      Build/Buy Capabilities: The Identity And Access Management Playbook

      Reducing the costs of an identity and access management (IAM) solution has been a top priority for security and risk professionals for a long time. Although IAM solutions have matured significantly...

      • Downloads: 897
      • Rating:
    • For Security & Risk Professionals

      Report:Prepare Your Security Organization For The Internet Of Things

      Why The Next Internet Revolution Is Much More Alarming Than The Last

      There is a revolution happening right now; innovative organizations are planning how they can merge the physical and digital worlds to bring new products and experiences to their customers. At the...

      • Downloads: 373
      • Comments: 1
      • Rating:
    • For Security & Risk Professionals

      Report:Determine The Value Of Information Security Assets And Liabilities — Information Security Economics 102

      This is the second in a series of reports providing guidance and new methods for the financial management of information security. The CISO's role is rapidly changing. A few years ago the CISO for...

      • Downloads: 167
      • Comments: 2
      • Rating:
    • For Sourcing & Vendor Management Professionals

      Report:US Employment Visas For Foreign Technology Workers: What You Need To Know

      Sourcing and vendor management (SVM) professionals should read this report to understand the current visa discourse relative to IT outsourcing and thus limit their exposure to visa risk. In our...

      • Downloads: 85
      • Rating:
    • For Security & Risk Professionals

      Report:Strategy Deep Dive: Define Your Data

      Rethinking Data Discovery And Classification For Data Security

      Defining data via data discovery and classification is an often overlooked, yet critical, component of data security and control. Security and risk (S&R) pros can't expect to adequately protect data...

      • Downloads: 212
      • Rating:
    • For Security & Risk Professionals

      Report:Know Your Data To Create Actionable Policy

      Policy And Procedures: The Data Security And Privacy Playbook

      Data defense is the fundamental purpose of information security. To defend your data, there are only four levers you can pull — controlling access, inspecting data usage patterns for abuse,...

      • Downloads: 304
      • Rating:
    • For Enterprise Architecture Professionals

      Report:Five Trends Are Changing Records Management Technologies And Practices

      What Enterprise Architects Need To Know About The Shift From Records Management To Information Governance

      Despite two decades of electronic records management (RM) evolution, fewer than 10% of enterprises admit to high levels of confidence in their approach to the governance of digital information. The...

      • Downloads: 252
    • For Security & Risk Professionals

      Report:Kill Your Data To Protect It From Cybercriminals

      Strategic Plan: The Data Security And Privacy Playbook

      As cybercriminals have become more skillful and sophisticated, they have eroded the effectiveness of our traditional perimeter-based security controls. The constantly mutating threat landscape...

      • Downloads: 937
    • For Security & Risk Professionals

      Report:Control And Protect Sensitive Information In The Era Of Big Data

      Future Look: The Data Security And Privacy Playbook

      This report outlines the future look of Forrester's solution for security and risk (S&R) executives seeking to develop a holistic strategy to protect and manage sensitive data. In the...

      • Downloads: 1649
    • For Security & Risk Professionals

      Report:Simplify Identity And Access Management Processes To Reduce Costs, Increase Business Efficiency, And Make Users Happy

      Policy And Procedures: The Identity And Access Management Playbook

      This report outlines the process and procedures of Forrester's solution for security and risk (S&R) professionals looking to build their identity and access management (IAM) strategy. S&R...

      • Downloads: 258
    • For Security & Risk Professionals

      Tool:Capture Information Asset Revenue

    • For Security & Risk Professionals

      Report:Market Overview: Endpoint Encryption Technologies, Q1 2013

      Protect Your Sensitive Data With Endpoint Encryption

      Security and risk (S&R) professionals often turn to endpoint encryption technologies to protect corporate data, meet regulatory requirements, and prevent accidental data leaks. Full disk and...

      • Downloads: 245
    • For Security & Risk Professionals

      Report:TechRadar™ For Security Pros: Zero Trust Identity Standards, Q3 2012

      Road Map: The Identity And Access Management Playbook

      This report outlines Forrester's solution to help security and risk (S&R) leaders develop their road map of IAM processes using Forrester's TechRadar™ methodology. The extended enterprise...

      • Downloads: 480
      • Rating:
    • For Enterprise Architecture Professionals

      Report:Benchmarking Your Records Management Program

      Forrester Research And ARMA International Records Management Online Survey, Q3 2012

      Decision-makers report big spending plans for their records management (RM) programs over the next year. Strong RM programs continue to target traditional compliance and information access...

      • Downloads: 229
      • Rating:
     
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