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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31 results in Everything

  • Past 12 months
  • James Staten
  • For Infrastructure & Operations Professionals

    Blog:Are You Like Oracle When It Comes to the Cloud?

    Oracle makes itself an easy target for the ire of the cloud community when it makes dumb, cloudwashed announcements like last week's supposed IaaS offering. But then again, Oracle is just doing...

    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Enterprise Public Cloud Platforms, Q2 2013

      One Size Does Not Fit All Developer Needs

      Public cloud platforms are the keys that unlock the flexibility, productivity, and economic advantages of cloud computing. Application development and delivery (AD&D) pros use a wide variety of...

      • Downloads: 205
    • For Chief Information Officer Professionals

      Blog:Oracle Continues to Make Cloud Progress

      Well if you're going to make a dramatic about face from total dismissal of cloud computing, this is a relatively credible way to do it. Following up on its announcement of a serious cloud future...

      • For CIO Professionals

        Charts & Figures:Cloud Service Management Is An Uneven Handshake

      • For Infrastructure & Operations Professionals

        Blog:OpenStack Goes Grizzly, Azure IaaS Goes Live. No Big Deal. Good

          The OpenStack Foundation and Microsoft have released major updates to their cloud platforms and frankly there’s nothing really new or exciting here – which is a good thing. Sure,...

        • For Infrastructure & Operations Professionals

          Blog:Forrester Wave: Public Cloud Platforms -- The Winner Is…

          …not that simple and therefore not always Amazon Web Services. First off, we didn’t take what might be construed as the typical approach, which would be to look either at...

          • For CIO Professionals

            Report:Predictions For 2013: Cloud Computing

            We'll Finally Get Real About Cloud

            As we start the new year, there is one clear takeaway regarding the cloud computing market: Enterprise use has arrived. Cloud use is no longer solely hiding in the shadows; IT departments are no...

            • Downloads: 830
            • Comments: 2
            • Rating:
          • For Infrastructure & Operations Professionals

            Blog:VMware Takes the Cover Off Its Public Cloud

            Sometimes you can only coax a reluctant partner and I&O customer community for so long before you feel you have to take matters into your own hands. That is exactly what VMware has decided to do to...

            • For CIO Professionals

              Report:Cloud Keys An Era Of New IT Responsiveness And Efficiency

              Future Look: The Cloud Computing Playbook

              The cloud landscape is shifting to cover a broader range of enterprise needs. Why? Cloud is curing the lack of responsiveness and economic flexibility that ails on-premises IT. Look for the popular...

              • Downloads: 934
              • Rating:
            • For Infrastructure & Operations Professionals

              Blog:The State Of The Cloud Market — SVForum

              Curious about where we are in the development of the cloud computing market? Here is my opening keynote from the 2012 SV Forum in Santa Clara, CA....

              • For Infrastructure & Operations Professionals

                Blog:How to Avoid the Hidden Costs of Cloud Computing

                We all know the conventional wisdom about cloud computing: it's cheap, fast and easy. But is it really that much cheaper? Or is it simply optics that make it appear cheaper? Optics can...

                • For Infrastructure & Operations Professionals

                  Blog:Gelsinger Brings The "H" Word To VMware

                    The long-rumored changing of the guard at VMware finally took place last week and with it came down a stubborn strategic stance that was a big client dis-satisfier. Out went the...

                  • For CIO Professionals

                    Report:A Sample Cloud Use Policy

                    A Cloud Playbook Template For Effectively Communicating Use

                    This cloud computing playbook toolkit item contains a sample cloud computing policy document that can be used by CIOs as a basis for crafting an effective policy around the use of cloud computing...

                    • Downloads: 99
                    • Rating:
                  • For Chief Information Officer Professionals

                    Blog:Is your data working for you?

                      Every company generates data that would be of significant value to its customers, partners and potential partners; information that could be combined with insights from this ecosystem, public...

                    • For Infrastructure & Operations Professionals

                      Client Inquiry:What Advantages — Besides Reduced Cost — Does A Public Cloud Service Offer?

                      When servers in the cloud fall over, no one's rushing to stand them back up. Is the general mentality and service structure of a cloud service inherently different than that of a private hosted...

                      • For Infrastructure & Operations Professionals

                        Blog:2012 Cloud Predictions – Winners & Losers

                        The year 2012 brought a significant amount of growth in enterprise use of cloud services but did it fulfill our expectations? With just five weeks left in the year, it’s time to reflect on our...

                        • For Marketing Leadership Professionals

                          Report:Introducing Adaptive Intelligence

                          Why Firms Need To Share Data To Become Customer-Obsessed

                          Enterprises seeking to better understand their customers, market, and competitive landscape can't afford to limit their insights to only what they already know — the data they generate...

                          • Downloads: 224
                        • For Chief Information Officer Professionals

                          Blog:2013 Cloud Predictions: We’ll Finally Get Real About Cloud

                            As the end of 2012 approaches there is one clear takeaway about the cloud computing market — enterprise use has arrived. Cloud use is no longer solely hiding in the shadows, IT...

                          • For Infrastructure & Operations Professionals

                            Blog:Dear Help Desk: What's Safe To Do In The Cloud?

                            Wouldn't it be nice if your employees actually asked you this question before they went off and signed up for a cloud service or deployed a new app to a cloud platform? If they did ask, would you...

                            • For Application Development & Delivery Professionals

                              Blog:EMC Gathers Its Cloud Assets - Will Developers Come Aboard?

                              It looks that EMC has finally admitted it needs a better approach for courting developers and is doing something significant to fix this. No longer will key assets like Greenplum, Pivotal, or Spring...

                              • For Application Development & Delivery Professionals

                                Blog:Q: Which Apps Should I Move to the Cloud? A: Wrong Question

                                Out of all the inquiries I get from Forrester enterprise clients, the above question is by far the most common these days. However, the question shows that we have a lot to learn about true public...

                                • For Infrastructure & Operations Professionals

                                  Blog:IBM Buys SoftLayer, But Will They Learn From Them?

                                  IBM didn't just pick up a hosting company with their acquisition of SoftLayer this week, they picked up a sophisticated data center operations team -- one that could teach IBM Global...

                                  • For CIO Professionals

                                    Report:Don't Move Your Apps To The Cloud

                                    Use The Cloud To Transform Them Instead

                                    It has become conventional wisdom that leveraging cloud services will save you money. But that isn't universally true. To achieve these benefits, especially from cloud platforms...

                                    • Downloads: 785
                                    • Rating:
                                  • For Chief Information Officer Professionals

                                    Blog:Why Your Enterprise Private Cloud is Failing

                                    You've told your ITOps team to make it happen, you've approved the purchase of cloud-in-a-box solutions, but your developers aren't using it. Why? Forrester analyst Lauren Nelson and...

                                    • For Chief Information Officer Professionals

                                      Blog:Are you opportunistic or strategic with your cloud investments?

                                      Our latest survey on IT budgets and priorities shows that 35 percent of enterprises have a big focus on cloud computing (calling it a high or critical priority), but do we really know how best to...

                                      • For Infrastructure & Operations Professionals

                                        Blog:The VMware Community Has the Innovator’s Dilemma

                                          This week at the VMware Partner Exchange, CEO Pat Gelsinger and his executive staff decided to demonize Amazon Web Services and their public cloud brethren in a very short sighted defensive...

                                         
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