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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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  • Patti Freeman Evans
  • Telecommunication Services

  • For eBusiness & Channel Strategy Professionals

    Report:Executing End-To-End Mobile Services

    Best Practices: The Mobile eBusiness Playbook

    Julie A. Ask, Patti Freeman EvansMay 10, 2012

    Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "let's build an app." Instead, decisions like these should only be undertaken...

    • Downloads: 870
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Boost Customer Relationships Through Mobile Services

    Executive Overview: The Mobile eBusiness Playbook

    Julie A. Ask, Patti Freeman EvansMay 1, 2012

    eBusiness and channel strategy professionals are faced with the challenge of an ever more connected consumer. Yet only recently have they begun to set mobile strategies in place. The mobile eBusiness...

    • Downloads: 755
    • Rating:
 
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