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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

5 results in Social

  • Past 12 months
  • Glenn O'Donnell

  • For Infrastructure & Operations Professionals

    Blog:Optimism For The Gelsinger Era At VMware

    Glenn O'DonnellSeptember 4, 2012

    The most notable news to come out of the VMworld conference last week was the coronation of Pat Gelsinger as the new CEO of VMware. His tenure officially started over the weekend, on September 1, to...

    • For Infrastructure & Operations Professionals

      Blog:Use Boeing As A Metaphor For Service Excellence

      Glenn O'DonnellFebruary 7, 2013

      Given the recent news about Boeing's 787 Dreamliner, my title may surprise you. Please read on. As I write this, I am in seat 1A of United flight 1607 from Philly to Houston. playing on the...

      • For Infrastructure & Operations Professionals

        Blog:Glenn’s Analyst Relations Champ For 2012 Is …

        Glenn O'DonnellDecember 20, 2012

          I will postpone the name of my 2012 winner for a bit. I first want to thank the great AR professionals with whom I have the pleasure of working! For those outside the technology vendor world,...

        • For Infrastructure & Operations Professionals

          Blog:IBM Escalates The DevOps War With UrbanCode Acquisition

          Glenn O'DonnellApril 24, 2013

          On Monday, April 22, IBM announced it acquired UrbanCode, a small but exciting vendor based in Cleveland, OH that is focused on improving various aspects of the application...

          • For Infrastructure & Operations Professionals

            Blog:Dell Is On A Quest For Software

            Glenn O'DonnellJuly 6, 2012

              One of the many hilarious scenes in Monty Python and the Holy Grail is the "Bridge of Death" sequence. This week's news that Dell plans to acquire Quest Software makes one think of a...

             
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