Forrester Research : Analyst

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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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 (1)
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2 results in Everything

Ed Ferrara
IT Infrastructure & Operations

For Security & Risk Professionals
Report:SAS 70 Out, New Service Organization Control Reports In
Security And Risk Professionals Must Prepare To Phase Out SAS 70 Today
Ed FerraraOctober 31, 2011
Developed by the American Institute of CPAs (AICPA), the Statements on Auditing Standards 70 (SAS 70) has been around since 1992. When the Sarbanes-Oxley Act (SOX) of 2002 passed, SAS 70 gained new...
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For Security & Risk Professionals
Client Inquiry:Are Organizations Still Using War Dialing?
Ed FerraraDecember 15, 2011
Are organizations in the financial services sector still using war dialing as a control to identify potential insecure modems or telephony applications? Is it still a best practice to engage in this...

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Topics

For Security & Risk Professionals

Report:SAS 70 Out, New Service Organization Control Reports In

For Security & Risk Professionals

Client Inquiry:Are Organizations Still Using War Dialing?

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