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

    Report:Improve Productivity With The Cloud

    Business Impact: The Cloud Computing Playbook

    When a market disruption as large as cloud computing comes along, it sends ripples throughout your organization, so it should come as no surprise that attitudes toward this technology vary widely...

    • Downloads: 1430
    • Rating:
  • For CIO Professionals

    Report:Make The Cloud Enterprise Ready

    In 2008, Forrester examined whether cloud computing was ready for the enterprise. In 2012, the answer is a definitive yes, but many enterprises aren't ready for the cloud. This report outlines the...

    • Downloads: 1165
    • Rating:
  • For CIO Professionals

    Report:Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook

    This report outlines the performance management of Forrester's solution for CIOs working on developing effective objectives and metrics for their organization's cloud strategy. Crafting and measuring...

    • Downloads: 669
  • For CIO Professionals

    Charts & Figures:Three Forces Of Change Will Have A Dramatic Impact On The Business-IT Relationship

    Skills And Staffing: The Cloud Computing Playbook

  • 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: 870
    • Rating:
  • For CIO Professionals

    Report:Proactively Engage Cloud Buyers

    Skills And Staffing: The Cloud Computing Playbook

    Cloud services, from departmental SaaS applications to consumer-facing file sharing, are being brought into your organization, and they are increasingly weaving their ways into business workflows....

    • Downloads: 450
  • For CIO Professionals

    Report:The Rise Of The New Cloud Admin

    And No, It's Not Your Virtualization Manager

    Nearly half of all enterprise IT shops claim to be prioritizing private cloud investments in 2013, but both in the largest enterprises and those firms that are most aggressively investing in public...

    • Downloads: 358
    • Rating:
  • 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: 761
    • Rating:
  • For CIO Professionals

    Report:Write An Effective Cloud Use Policy

    Encourage Cloud Consumption The Right Way

    You know your company is using cloud services; our Forrsights Software Survey, Q4 2011 shows that the average enterprise has between four and 12 software-as-a-service (SaaS) services in use already,...

    • Downloads: 301
    • Rating:
  • 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: 98
    • Rating:
  • For CIO Professionals

    Report:Drive Savings And Profits With Cloud Economics

    Business Plan: The Cloud Computing Playbook

    We all believe that cloud computing can save us money but aren't sure how to maximize these savings. Firms almost always consider cloud computing a cost advantage compared to the in-house, always-on...

    • Downloads: 2357
    • Rating:
  • 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: 764
    • Comments: 2
    • Rating:
  • For CIO Professionals

    Report:Rightsource Your Applications For The Cloud

    Build/Buy Capabilities: The Cloud Computing Playbook

    CIOs frequently ask us which applications they should consider moving to the cloud or replace with cloud services. Forrester provides you with a methodology to answer this question and help you...

    • Downloads: 1194
    • Rating:
  • For CIO Professionals

    Report:Q3 2012 Global Cloud Developer Online Survey Results

    This PowerPoint deck presents the data gathered from Forrester’s Q3 2012 Global Cloud Developer Online Survey.  The survey fielded 106 responses; 56% from North America; 25% from Western...

    • Downloads: 39
    • Rating:
  • 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...

     
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