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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.

Research Coverage:

CRM Applications, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, IT Consulting, Packaged Applications, Social Computing, Web 2.0

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11 results in Everything

  • Past 18 months
  • Retail
  • CIO
  • Packaged Applications

  • For CIO Professionals

    Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

    Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

    John C. McCarthyMay 16, 2012

    During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

    • Downloads: 496
    • Rating:

  • For CIO Professionals

    Report:European Information And Communications Technology Market 2012 To 2013

    Spending Growth Comes To A Halt As Europe Slides Into Recession

    Andrew BartelsJune 21, 2012

    Overview of the European ICT Market

    • Downloads: 823
    • Rating:

  • For CIO Professionals

    Report:US Tech Market Outlook For 2012 To 2013

    Improving Economic Prospects Create Upside Potential

    Andrew BartelsApril 04, 2012

    CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

    • Downloads: 1202
    • Rating:

  • For CIO Professionals

    Charts & Figures:US Economic Growth Will Be Weak But Positive In The Rest Of 2011 And In 2012

    Slower Than Expected 2011 Spending Portends 6.6% Growth In 2012

    Andrew BartelsDecember 20, 2011

  • For CIO Professionals

    Report:US Tech Market Outlook Dims For 2012 To 2013

    US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

    Andrew BartelsSeptember 28, 2012

    This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

    • Downloads: 561

  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    Craig SymonsJanuary 15, 2013

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 448
    • Rating:

  • For CIO Professionals

    Report:Smart Computing Connects CIOs With The Business

    Sensors, Machine-To-Machine, Analytics, And Collaboration Help CIOs Solve Business Problems

    Andrew BartelsMarch 28, 2012

    It is no surprise that CIOs have shown keen interest in cloud computing, since its variations can help reduce IT's capital and operating costs and speed up delivery of projects. But many CIOs are...

    • Downloads: 709
    • Rating:

  • For CIO Professionals

    Report:Information And Communications Technology Industry Opportunities In Professional Services

    Vendors Should Target This Large And Growing Industry

    Andrew BartelsFebruary 17, 2012

    The professional services industry presents both opportunities and challenges for tech vendors. The opportunities? Professional services is one of the largest industries in terms of tech purchases,...

    • Downloads: 489
    • Rating:

  • For CIO Professionals

    Report:US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years

    Andrew BartelsApril 25, 2013

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

    • Downloads: 242

  • For CIO Professionals

    Report:Segmenting The US Tech Market

    SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

    Andrew BartelsDecember 13, 2012

    For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

    • Downloads: 419

  • For CIO Professionals

    Report:Tech Vendor Outlook For The US In 2012 To 2013

    Software And IT Consulting Services Have The Best Prospects

    Andrew BartelsApril 09, 2012

    The US tech market outlook for vendors is looking brighter for 2012 and 2013, with the US tech market projected to grow by 7.5% in 2012 (7.1% including telecommunications services) and even faster in...

    • Downloads: 922
    • Comments: 1
    • Rating:

  • For CIO Professionals

    Report:US Tech Market Outlook For 2012

    Slower Than Expected 2011 Spending Portends 6.6% Growth In 2012

    Andrew BartelsDecember 20, 2011

    The US tech market posted weaker growth in 2011 than we expected; the outlook for 2012 is for more of the same, with business and government purchases of IT goods and services growing by 6.8% to 6.6%...

    • Downloads: 1150
 
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