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 18 months
  • Marketing Organizational Structure
  • For Marketing Leadership Professionals

    Report:Interactive Marketing's Isolation Must End

    Landscape: The Interactive Marketing Agency And Organization Playbook

    This report of the interactive marketing agency and organization playbook examines the landscape of organizational structures and agency relationships. Three common organizational models have...

    • Downloads: 177
    • Rating:
  • For Marketing Leadership Professionals

    Report:Organize For The Always Addressable Customer

    Vision: The Interactive Marketing Agency And Organization Playbook

    This report in the interactive marketing agency and organization playbook lays out Forrester's vision for how you should organize internally and in relation to your agency partners: Move from a...

    • Downloads: 254
  • For Marketing Leadership Professionals

    Report:Coordinate Your Social Marketing Stakeholders And Resources

    Stakeholder Map: The Social Marketing Playbook

    Most large companies are now working on coordinating their social applications. At this stage, sharing the right resources is the biggest challenge. Interactive marketers must play the role of...

    • Downloads: 1052
    • Rating:
  • For Sales Enablement Professionals

    Charts & Figures:Community Strategy Matrix

  • For CMO Professionals

    Report:Marketers Need To Acquire Adaptive Skill Sets

    Organization: The Marketing Mix Optimization Playbook

    Most marketers have earned their stripes through corporate work experience and business-school training that takes a top-down linear approach to marketing planning and optimization. Today, the...

    • Downloads: 595
  • For CMO Professionals

    Report:How To Organize For The Digital Future

    Assign An Owner To Digital Strategy, Governance, And Execution

    To survive the destructive forces of digital disruption, firms must use eBusiness and interactive marketing capabilities to become customer obsessed. Yet most current digital organizations are too...

    • Downloads: 528
    • Rating:
  • For Sales Enablement Professionals

    Report:Assessing Your Content Management Processes And Organization

    B2B marketers across all industries are investing more into creating digital content to generate new business opportunities, nurture existing sales or marketing leads, and to encourage deeper...

    • Downloads: 417
    • Rating:
  • For CMO Professionals

    Report:Drivers Of B2B Marketing Organizational Design

    How B2B CMOs Can Determine When To Put Resources Closer To Customers

    When thinking about how to organize their marketing departments, business-to-business (B2B) CMOs face constant tension regarding the decision to put marketing resources closer to the customers and...

    • Downloads: 493
    • Rating:
  • For Marketing Leadership Professionals

    Report:The Right Way To Globalize Your Interactive Marketing Programs

    Provide Each Local Team With The Right Mix Of Assets And Support

    There are lots of reasons multinational companies' global and local interactive marketing teams are rarely on the same page: Global teams prefer uniform programs and technologies, local teams fear a...

    • Downloads: 331
  • For Sales Enablement Professionals

    Report:The Importance Of True International Marketing Content

    Tech vendors are likely underperforming in international markets because their central marketing teams do not successfully integrate inputs from their field marketing colleagues about local market...

    • Downloads: 43
 
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