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 (3)
Charts & Figures (18)

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Topics

Integrated Marketing (Cross-Channel) (1)

3 results in Everything

Robert Brosnan
Past 18 months
Media Mix

For Customer Insights Professionals
Report:Revisiting The Enterprise Marketing Software Landscape
Consolidation And Growth Drive A Dynamic Software Marketplace
Robert BrosnanFebruary 14, 2012
Marketing today is impossible without significant investments in technology. When Forrester first charted the landscape of marketing technologies in 2007, we found that marketers were investing in...
- Downloads: 902
- Rating:
For Customer Insights Professionals
Report:Tackle Behavioral Targeting To Modernize Customer Interactions
Benchmarks: The Cross-Channel Campaign Management Playbook
Robert BrosnanOctober 09, 2012
For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...
- Downloads: 636
- Rating:
For Customer Insights Professionals
Report:Mastering New Marketing Automation Approaches
Tools And Technology: The Cross-Channel Campaign Management Playbook
Robert BrosnanOctober 19, 2012
The age of the customer ties success to firms' ability to know and serve their customers. Campaigns provide an instrument to drive customer behavior, but traditional campaign approaches can't keep up...
- Downloads: 461
- Rating:
For Customer Insights Professionals
Charts & Figures:Campaign Management Tools Support Multiple Business Processes
Robert BrosnanOctober 19, 2012