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

Reports (9)
Charts & Figures (29)

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9 results in Everything

Henry Peyret
IT Management

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: 766
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: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: 428
For Enterprise Architecture Professionals
Charts & Figures:Use Forrester's Business-Centered Enterprise Architecture Along The Business Change Cycle
Henry PeyretAugust 30, 2012
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: 402
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: 1585
For Enterprise Architecture Professionals
Report:Data Governance Equals Business Opportunity. No, Really
Processes: The Data Management Playbook
Michele Goetz, Henry Peyret, Alan WeintraubMay 20, 2013
Forrester clients describe their data governance work as long on effort, but limited in success. Clients describe an inability to sustain data governance beyond a project, feel it is too...
- Downloads: 103
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For Enterprise Architecture Professionals
Report:BCEA Performance Metrics Address Broader Business Outcomes
Performance Management: The EA Method Playbook
Henry PeyretApril 08, 2013
A good enterprise architecture (EA) methodology focuses on business outcomes. Forrester's EA method addresses both business outcomes and business agility, starting with how the business plans to how...
- Downloads: 149
- Rating:
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: 481
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For Enterprise Architecture Professionals
Report:EA Management Suite Dashboards: Samples For Application And Project Portfolio Management Roles
Tim DeGennaro, Henry PeyretNovember 15, 2011
An enterprise architecture (EA) tool can be a significant investment because of both the cost of the purchase or subscription and the cost of implementation. The best approach to demonstrate value is...
- Downloads: 137
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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Topics

Industry

Vendor

For Enterprise Architecture Professionals

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

For Enterprise Architecture Professionals

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

For Enterprise Architecture Professionals

Report:Updated Q2 2011: Assess Your Enterprise Agility

For Enterprise Architecture Professionals

Charts & Figures:Use Forrester's Business-Centered Enterprise Architecture Along The Business Change Cycle

For Enterprise Architecture Professionals

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

For Enterprise Architecture Professionals

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

For Enterprise Architecture Professionals

Report:Data Governance Equals Business Opportunity. No, Really

For Enterprise Architecture Professionals

Report:BCEA Performance Metrics Address Broader Business Outcomes

For Enterprise Architecture Professionals

Report:Rearchitect Governance For Sustainable Business Agility

For Enterprise Architecture Professionals

Report:EA Management Suite Dashboards: Samples For Application And Project Portfolio Management Roles

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