Forrester Research : Analyst

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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Blog: Application Development & Delivery Blog

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

Reports (3)
Charts & Figures (4)

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Methodology

Forrsights For Business Technology (1)

Analyst

Brownlee Thomas (1)
Charles Green (1)

Topics

Region

North America (1)

3 results in Everything

Past 18 months
Sourcing & Vendor Management
Security, Risk and Compliance

For Sourcing & Vendor Management Professionals
Report:Predictions 2013: Enterprise Telecom And Mobility Challenges And Opportunities
Mobility And Video Are Now Embedded, Social To Follow
Brownlee ThomasDecember 18, 2012
Three major trends are changing the focus of telecom and mobility sourcing: 1) mobile bring-your-own-device (BYOD) policies; 2) video collaboration; and 3) the rise of social business. Although 2013...
- Downloads: 603
- Rating:
For Sourcing & Vendor Management Professionals
Report:US Employment Visas For Foreign Technology Workers: What You Need To Know
Stephanie MooreOctober 12, 2012
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: 84
- Rating:
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
Charles GreenApril 29, 2013
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: 32
For Sourcing & Vendor Management Professionals
Charts & Figures:Better Management Of Supplier Risk Is A Key Goal
Clients Should Use Forrester's Vendor Viability Index To Optimize The Alternative Geography Supplier Selection Process
Charles Green

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Methodology

Analyst

Topics

Region

For Sourcing & Vendor Management Professionals

Report:Predictions 2013: Enterprise Telecom And Mobility Challenges And Opportunities

For Sourcing & Vendor Management Professionals

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

For Sourcing & Vendor Management Professionals

Report:Stop Assessing Geographies And Suppliers Separately

For Sourcing & Vendor Management Professionals

Charts & Figures:Better Management Of Supplier Risk Is A Key Goal

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