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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268 results in Everything

  • Past 18 months
  • Forrsights For Business Technology
  • For Sourcing & Vendor Management Professionals

    Report:TechRadar™ For SVM Professionals: Software-As-A-Service, Q4 2011

    Software-As-A-Service Still Growing, Taking Over In More Areas Of Technology

    As software-as-a-service (SaaS) becomes increasingly important to firms' application strategies, sourcing and vendor management (SVM) professionals are taking ownership of the research, purchasing,...

    • Downloads: 683
  • For Infrastructure & Operations Professionals

    Report:Redefine Your Workforce Computing Policy To Empower Employees

    Policy And Procedures: The Workforce Enablement Playbook

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals solving workforce computing challenges. This report is designed to help you redefine your workforce...

    • Downloads: 442
    • Rating:
  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

    • Downloads: 663
    • Rating:
  • For Enterprise Architecture Professionals

    Charts & Figures:Use Digital Business Platforms To Determine Readiness Effort And Timing

  • Survey:Forrsights Networks And Telecommunications Survey, Q1 2013

    Forrester's Forrsights Networks And Telecommunications Survey, Q1 2013, was fielded to 2,487 IT executives and technology decision-makers located in Canada, France, Germany, the UK, and the US from...

    • For Analyst Relations Professionals

      Report:AR And Social Media, Part 1: How To Create A Social AR Strategy

      Analyst relations (AR) people are weighing the opportunities and threats posed by social media, but many take a backward approach to developing a social AR strategy and begin with technology-driven...

      • Downloads: 457
      • Rating:
    • For Enterprise Architecture Professionals

      Report:Break Down Silos With An Emerging Technology Road Map

      Road Map: The Emerging Technology Playbook

      Firms increasingly depend on technology to be innovative and disruptive. However, our data indicates that most firms are not doing a good job of getting new technology in the door and ensuring that...

      • Downloads: 299
      • Rating:
    • For Sales Enablement Professionals

      Report:Seeding The Cloud Channel

      Channel Partners' Plans And Needs For Business Model Transformation

      As technologies and tech decision-makers' needs evolve at a livelier pace, channel professionals need to consider channel partners' perceptions and investment plans and develop their own game plan to...

      • Downloads: 102
      • Rating:
    • For Sourcing & Vendor Management Professionals

      Report:The Future Of Telecommunications And Mobility Sourcing

      Vision: The Telecommunications And Mobility Sourcing Playbook

      This report outlines Forrester's vision for communications technology and services sourcing. To ensure effective sourcing of telecommunications and mobility (T&M) services, IT sourcing and vendor...

      • Downloads: 397
      • Rating:
    • For Sourcing & Vendor Management Professionals

      Report:Determine The Right Practices For Your Organization's BYOD Stipends

      SVM Worries About Impact On Revenue Commitments And Discount Eligibility For Corporate-Liable Users — Don't!

      This report answers three questions about enterprise mobile bring-your-own-device (BYOD) practices: 1) what the major trends are regarding BYOD adoption; 2) how firms are managing their BYOD programs...

      • Downloads: 596
      • Rating:
    • For Enterprise Architecture Professionals

      Report:How To Successfully Set Up IT Infrastructure For Your Business In China

      For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

      • Downloads: 85
      • Rating:
    • For Security & Risk Professionals

      Report:Mobile Authentication: Is This My App? Is This My User?

      Strategy Deep Dive: The Mobile Security And Operations Playbook

      Mobile devices are everywhere: at work, in the hands of your customers, and with employees. Security and risk (S&R) professionals need to provide users with secure and seamless mobile access to...

      • Downloads: 487
      • Comments: 4
      • Rating:
    • For Application Development & Delivery Professionals

      Report:Survey Results: How Agile Is Your Organization?

      • Downloads: 33
    • For CIO Professionals

      Report:Assess Your Cloud Maturity

      Assessment Framework: The Cloud Computing Playbook

      The business is pushing for new and innovative ways to increase top lines and pushing you to leverage cloud computing services as much as possible. On the flip side, you're also being asked to drive...

      • Downloads: 892
    • For Enterprise Architecture Professionals

      Report:Capitalize On Emerging Technology For Innovation And Growth

      Executive Overview: The Emerging Technology Playbook

      Emerging technology unlocks disruptive business opportunities for firms that are prepared; capitalizing on this should be a key element in your firm's innovation and growth plans. Technologies that...

      • Downloads: 234
    • For CIO Professionals

      Report:How To Create A Knockout Social Business And Collaboration Strategic Plan

      Strategic Plan: The Social Business And Collaboration Playbook

      Social business and collaboration programs can redefine work by changing the way employees connect with each other and the information they need to do their jobs. However, programs fall flat when...

      • Downloads: 557
      • Rating:
    • For Security & Risk Professionals

      Report:Q&A: Cyberinsurance Fundamentals For Security And Risk Professionals

      Since cyberinsurance first emerged in the late '90s, the number of available policies, the scope of those policies, and the number of insurers offering them have all significantly increased. Due to...

      • Downloads: 58
    • For Sales Enablement Professionals

      Report:The VSB Software Market: Cloud Triggers And Custom Development

      This workbook provides data on how the current generation of VSBs displays significantly different software investment plans than earlier generations. VSBs are beginning to think and act more like...

      • Downloads: 4
    • For Infrastructure & Operations Professionals

      Report:Five Seismic Forces Reshuffle The Workforce Vendor Ecosystem

      Landscape: The Workforce Enablement Playbook

      2012 brought a tectonic shift in worker technology requirements. Many more employees now purchase their own devices, bring them to work, and use them to conduct personal and professional activities...

      • Downloads: 123
    • For Infrastructure & Operations Professionals

      Report:Habitat For Engagement: Unleash Workforce Potential With Agile Enablement

      Vision: The Workforce Enablement Playbook

      This report outlines the vision of Forrester's solution for infrastructure and operations (I&O) executives responsible for "end user computing" — the delivery and support of technology and...

      • Downloads: 100
    • For Infrastructure & Operations Professionals

      Report:An Infrastructure And Operations Pro's Guide To Cloud-Based Disaster Recovery Services

      You Must Include These Services In Your Five-Year Road Map

      Historically, disaster recovery (DR) preparedness required substantial time and financial investment. For many, DR was out of reach, and for others, it was a burdensome task that often felt like an...

      • Downloads: 914
      • Rating:
    • For CIO Professionals

      Report:Predicting Individuals' Loyalty To Mobile Computing Ecosystems

      As Multidevice Adoption Spreads, Today's Weak Attachment To Vendor Ecosystems Will Strengthen

      Personal technology vendors are engaged in a battle for their customers' loyalty, which (they hope) will translate to ongoing investment in related devices, software, and services. As individuals...

      • Downloads: 109
      • Rating:
    • For Sourcing & Vendor Management Professionals

      Report:Linking IT Services Activities To Business Value

      Business Impact: The Services Sourcing Playbook

      Linking IT services engagements, including outsourcing relationships, directly to any type of business value other than cost savings remains a challenge. However, it is a challenge sourcing and...

      • Downloads: 405
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:Software-Defined Storage Will Sound The Death Knell For Traditional Storage Provisioning

      Storage budgets are not keeping pace with the rapidly expanding data stores, and this is putting an extraordinary amount of pressure on storage administrators. Storage vendors have responded to new...

      • Downloads: 128
      • Rating:
    • For Infrastructure & Operations Professionals

      Report:Build A Road Map For Workforce Computing

      Road Map: The Workforce Enablement Playbook

      This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their five-year technology road map for workforce computing. This is important because into...

      • Downloads: 155
      • Rating:
    • For Sourcing & Vendor Management Professionals

      Report:Demand Pricing That Matches Business Value — The Radical Sourcing Trend For 2013

      Landscape: The Strategic Software Sourcing Playbook

      This report describes the software pricing and licensing landscape and explains why it makes it so important for sourcing and vendor management executives to implement Forrester's strategic software...

      • Downloads: 339
     
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