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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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  • Henry Dewing
  • Infrastructure & Operations
  • Enterprise Collaboration
  • Past 18 months

  • For Infrastructure & Operations Professionals

    Report:Use Context To Drive A Seamless UC&C Service Layer

    Vision: The Communications And Collaboration Infrastructure Playbook

    Onica King, Henry Dewing, Art SchoellerDecember 20, 2012

    Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...

    • Downloads: 171

  • For Infrastructure & Operations Professionals

    Report:Social Enterprise Apps Redefine Collaboration

    Henry DewingNovember 30, 2011

    Businesses need better productivity tools to equip information workers to be successful. To date, firms have invested in a menagerie of tools — email, instant messaging (IM), voice over...

    • Downloads: 1065
    • Comments: 2

  • For Infrastructure & Operations Professionals

    Report:Continually Improve Business Meetings With Better Process And Technology

    If You're Not Planning Your Meetings, You're Planning To Fail

    Henry DewingMarch 06, 2013

    With 37% of information workers spending an hour or more in meetings every day, it's crucial to make that time productive. Organizing the meeting and using the right collaboration tools is a great...

    • Downloads: 125
    • Rating:
 
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