Forrester Research : Analyst

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Find Kate on:
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

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Date Range

Methodology

Forrsights For Business Technology (6)
Forrester Wave (1)

Topics

Enterprise Architecture Strategy and Process (25)
IT Management (8)
Packaged Applications (7)
Sourcing & Procurement (6)
Information Management (5)
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- Application Development (2)
- Business Process Management (4)
- Enterprise Architecture Strategy and Process (25)
- Enterprise Collaboration (3)
- Information Management (5)
- Innovation (1)
- IT Infrastructure & Operations (5)
- IT Management (8)
- IT Measurements (3)
- Packaged Applications (7)
- Sourcing & Procurement (6)
- Tech Sector Economics (4)
- Technology Product Strategies (2)

Industry

Region

Europe (3)
North America (2)

Vendor

Capgemini (1)
IBM (1)
Oracle (1)

36 results in Everything

Henry Peyret

For Enterprise Architecture Professionals
Blog:Empowered: Forrester's Great New Book And An Opportunity To Participate In Web 3.0 -- Which Can Help Enhance EA Influence
Henry PeyretJune 29, 2010
My colleagues Ted Schadler and Josh Bernoff are preparing the launch of their coauthored new book, Empowered, after the success of Josh Bernoff’s Groundswell. Basically, Empowered’s...
For Enterprise Architecture Professionals
Report:Fuse Technology, Innovation, And Business Change In Your Planning Cycle
Planning Methods: The EA Method Playbook
Henry PeyretAugust 31, 2012
In most businesses today, technology has become a strong driver for innovation. The fruits of technology innovation are experienced all across the business model — from the point of customer...
- Downloads: 400
For Enterprise Architecture Professionals
Blog:Metadata Investments Are Difficult To Justify To The Business
Henry PeyretJuly 06, 2010
Rob Karel and I (thanks to Rob) recently published the second document in a series on metadata, Best Practices: Establish Your Metadata Plan, after a document about metadata strategy. This...
For Enterprise Architecture Professionals
Charts & Figures:ITIL V3 Describes EA Involvement Only In Service Design
Henry PeyretJanuary 28, 2011
For Enterprise Architecture Professionals
Report:Develop A Business-Centered Enterprise Architecture That Boosts Agility
Executive Overview: The EA Method Playbook
Alex Cullen, Henry PeyretAugust 31, 2012
Faced with continuous change — from technology innovations, new markets, and competitive shifts — businesses must become more agile. Sustainable business agility, the ability to...
- Downloads: 702
- Comments: 1
- Rating:
For Enterprise Architecture Professionals
Client Inquiry:Cost Of Implementing An EA Management Suite
Henry PeyretAugust 29, 2012
We are putting together an initial concept request for implementing an EA management software suite. We would like to know a "rough order of magnitude" regarding costs to implement such a solution,...
For Enterprise Architecture Professionals
Report:Business Service Architecture: Shaping The Services Within Your Business Model
Business Services Unify Portfolios And Help Firms Manage Business Change
Henry PeyretNovember 15, 2011
Business capability maps are an excellent conceptual tool for planning and assessment. But your business runs on the physical implementation of people, process, information, and technology, and while...
- Downloads: 1579
For Enterprise Architecture Professionals
Report:Integrate EA With ITIL Service Portfolio Management
Henry PeyretJanuary 28, 2011
It has been almost three years since ITIL v3 was released, superseding v2. While v3 has overtaken v2 in terms of overall adoption, most IT shops are still struggling to adopt v3's new service...
- Downloads: 1842
For Enterprise Architecture Professionals
Blog:What Matters When Assessing Your EA Program?
Henry PeyretDecember 14, 2010
EA teams like to know how mature their EA practice is. There are a lot of EA maturity models out there. You will find some of these assessments and maturity models discussed in a 2009...
For Enterprise Architecture Professionals
Blog:Is there a need for a next gen EA Framework?
Henry PeyretFebruary 06, 2013
There are interesting debates all around the globe about whether there is the need for a next gen EA framework. James Lapalme recently published an excellent article: Three Schools of...
For Enterprise Architecture Professionals
Report:Barclays Bank's Consolidation Road Maps Focus On Process And Rendering
A Profile Of One Of The Winners Of The InfoWorld/Forrester Enterprise Architecture Award
Henry PeyretApril 28, 2011
Forrester teamed up with InfoWorld to identify five leading EA organizations using practices that yield measurable business value. In large organizations such as Barclays Bank, which spans 50...
- Downloads: 396
For Enterprise Architecture Professionals
Report:EA Management Suite Dashboards: Samples For The CIO Role
Tim DeGennaro, Henry PeyretJuly 12, 2011
An EA tool can be a significant investment both because of the cost of the purchase or subscription and the cost of implementation. The best approach to demonstrate value is to directly serve the...
- Downloads: 42
For Enterprise Architecture Professionals
Report:Fast-Tracking EA Renewal
Building An EA Program For "Dummies"
Henry PeyretFebruary 16, 2011
As businesses begin to look past the economic downturn, they are executing strategies that require a changed IT mission and plan. This in turn is changing the needs and expectations the EA function...
- Downloads: 500
For Enterprise Architecture Professionals
Report:EAs: Use POST To Define Your Collaboration Strategy
An Empowered Document: Your Collaboration Strategy Should Be People-Centric, Not Tech-Centric
Henry PeyretJune 14, 2011
Technology is diffusing throughout your business, and traditional means of IT oversight have become less effective in this age of empowered HEROes. Enterprise architects (EAs) should use new means of...
- Downloads: 541
For Enterprise Architecture Professionals
Report:Best Practices: Establish Your Metadata Plan
Henry Peyret, Rob KarelJune 22, 2010
Most enterprise architects (EAs) instinctually recognize the value that clean and trustworthy metadata can provide in terms of delivering IT efficiency, business agility, and improved information...
- Downloads: 1688
For Enterprise Architecture Professionals
Tool:More Than 50% Of EA Groups Are Minimally Or Not Involved In ITIL
Henry PeyretJanuary 28, 2011
For Enterprise Architecture Professionals
Report:The Shifting Market For Business Process Analysis Tools
Derek Miers, Henry PeyretAugust 03, 2010
Business process analysis (BPA) began as a separate market run by vendors that developed specialized tools, but a combination of forces is buffeting these vendors: Their markets withered during the...
- Downloads: 354
For Enterprise Architecture Professionals
Report:Updated Q2 2011: Assess Your Enterprise Agility
Agree On Agility Objectives With Business Units
Henry PeyretApril 14, 2011
Since Forrester published the original version of this report in 2007, few firms have adopted a strict definition of agility. Given the recent uncertainty, CEOs are talking even more about agility,...
- Downloads: 427
For Enterprise Architecture Professionals
Report:Aetna's EA Organization Uses Capability Maps To Connect Business Strategies
A Profile Of One Of The Winners Of The InfoWorld/Forrester Enterprise Architecture Award
Henry PeyretApril 18, 2011
EA organizations often toil out of the limelight, working with their firms to improve business-IT alignment, rationalize the application portfolio, and guide technology use. Forrester teamed up with...
- Downloads: 762
For Enterprise Architecture Professionals
Report:The Forrester Wave™: Enterprise Architecture Management Suites, Q2 2011
Mega International, Troux Technologies, Software AG, And Alfabet Lead This Upcoming Category
Henry Peyret, Tim DeGennaroApril 15, 2011
Forrester evaluated 10 of the leading enterprise architecture management suite (EAMS) vendors across 89 criteria and found that Mega International (Mega), Troux Technologies, Software AG, and alfabet...
- Downloads: 2221
For Enterprise Architecture Professionals
Report:Justify The Value Of Achieving Sustainable Business Agility
Business Impact: The EA Method Playbook
Henry PeyretAugust 31, 2012
This report outlines the business impact of Forrester's solution for enterprise architecture (EA) executives who want to enhance their current EA method to address both agility and costs at the same...
- Downloads: 293
- Rating:
For Enterprise Architecture Professionals
Blog:Why Maturity Models for Data Governance are irrelevant in the Data Economy?
Henry PeyretMay 14, 2013
There are multiple maturity models and associated assessments for Data Governance on the market. Some are from software vendors, or from consulting companies, which use these as the basis for...
For Enterprise Architecture Professionals
Blog:Choosing "A Single EA Repository Of Truth For Enterprise": A Dream Turning Into A Nightmare
Henry PeyretSeptember 28, 2010
As Forrester’s EA tools analyst specialist, I am regularly receiving inquiries from EA teams that are encountering trouble choosing the "single repository of truth" for the entire enterprise....
For Enterprise Architecture Professionals
Report:Rearchitect Governance For Sustainable Business Agility
Governance: The EA Method Playbook
Henry PeyretAugust 31, 2012
In an era of rapid business change, IT governance is often seen as a barrier. Governance too frequently means delay, overhead, and inflexible standards and strategies leading to missed opportunities...
- Downloads: 477
- Rating:
For Enterprise Architecture Professionals
Report:What EA Management Suite Vendors Are Doing Well (And What They're Not)
What To Expect When Evaluating Offerings
Henry Peyret, Tim DeGennaroApril 27, 2011
Forrester's recent evaluation of the enterprise architecture management suite (EAMS) market uncovered a wide variety of current vendor capabilities and future visions of the EAMS market. While each...
- Downloads: 480
For Enterprise Architecture Professionals
Report:Building An IT Strategy For IT Tooling
Apply Business Architecture Techniques To The Business Of IT
Henry PeyretJune 02, 2011
IT's implementation of process improvement frameworks such as the IT Infrastructure Library (ITIL), project portfolio management (PPM), and the Software Engineering Institute's (SEI's) Capability...
- Downloads: 1191

Search

CLIP THIS INQUIRY

CLIP THIS FLOOW

Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Methodology

Topics

All Topics

Industry

Region

Vendor

For Enterprise Architecture Professionals

Blog:Empowered: Forrester's Great New Book And An Opportunity To Participate In Web 3.0 -- Which Can Help Enhance EA Influence

For Enterprise Architecture Professionals

Report:Fuse Technology, Innovation, And Business Change In Your Planning Cycle

For Enterprise Architecture Professionals

Blog:Metadata Investments Are Difficult To Justify To The Business

For Enterprise Architecture Professionals

Charts & Figures:ITIL V3 Describes EA Involvement Only In Service Design

For Enterprise Architecture Professionals

Report:Develop A Business-Centered Enterprise Architecture That Boosts Agility

For Enterprise Architecture Professionals

Client Inquiry:Cost Of Implementing An EA Management Suite

For Enterprise Architecture Professionals

Report:Business Service Architecture: Shaping The Services Within Your Business Model

For Enterprise Architecture Professionals

Report:Integrate EA With ITIL Service Portfolio Management

For Enterprise Architecture Professionals

Blog:What Matters When Assessing Your EA Program?

For Enterprise Architecture Professionals

Blog:Is there a need for a next gen EA Framework?

For Enterprise Architecture Professionals

Report:Barclays Bank's Consolidation Road Maps Focus On Process And Rendering

For Enterprise Architecture Professionals

Report:EA Management Suite Dashboards: Samples For The CIO Role

For Enterprise Architecture Professionals

Report:Fast-Tracking EA Renewal

For Enterprise Architecture Professionals

Report:EAs: Use POST To Define Your Collaboration Strategy

For Enterprise Architecture Professionals

Report:Best Practices: Establish Your Metadata Plan

For Enterprise Architecture Professionals

Tool:More Than 50% Of EA Groups Are Minimally Or Not Involved In ITIL

For Enterprise Architecture Professionals

Report:The Shifting Market For Business Process Analysis Tools

For Enterprise Architecture Professionals

Report:Updated Q2 2011: Assess Your Enterprise Agility

For Enterprise Architecture Professionals

Report:Aetna's EA Organization Uses Capability Maps To Connect Business Strategies

For Enterprise Architecture Professionals

Report:The Forrester Wave™: Enterprise Architecture Management Suites, Q2 2011

For Enterprise Architecture Professionals

Report:Justify The Value Of Achieving Sustainable Business Agility

For Enterprise Architecture Professionals

Blog:Why Maturity Models for Data Governance are irrelevant in the Data Economy?

For Enterprise Architecture Professionals

Blog:Choosing "A Single EA Repository Of Truth For Enterprise": A Dream Turning Into A Nightmare

For Enterprise Architecture Professionals

Report:Rearchitect Governance For Sustainable Business Agility

For Enterprise Architecture Professionals

Report:What EA Management Suite Vendors Are Doing Well (And What They're Not)

For Enterprise Architecture Professionals

Report:Building An IT Strategy For IT Tooling

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