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.

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49 results in Reports

  • Healthcare & Life Sciences
  • CIO
  • For CIO Professionals

    Report:2010 IT Budget Allocations: Planning For 2011

    Baseline Spending Allocation Figures For Comparison

    During this time of year, Forrester receives a large number of requests for information about IT budget allocations. As CIOs and their planning teams engage in creating next year's IT budget, it is...

    • Downloads: 1566
  • For CIO Professionals

    Report:Uganda IT Opportunity 2010

    This document highlights the dynamics of the IT market in the African country of Uganda, discusses the economic conditions prevailing in the country, and provides a systematic analysis of key IT...

    • Downloads: 17
    • Rating:
  • For CIO Professionals

    Report:Public Sector IT Opportunity: Philippines Data Tables

    These are the data tables for the report "Public Sector IT Opportunity: Philippines." The report provides a comprehensive background of public sector dynamics in the Philippines in order to enable...

    • Downloads: 4
  • For CIO Professionals

    Report:Public Sector IT Opportunity: Singapore

    This document provides a comprehensive background of public sector dynamics in Singapore in order to enable vendor strategists to address market opportunities more successfully. Particular focus is...

    • Downloads: 16
  • For CIO Professionals

    Report:SharePoint Adoption: Content And Collaboration Is Just The Start

    Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros

    Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

    • Downloads: 1376
    • Rating:
  • For CIO Professionals

    Report:IT In The Healthcare Industry

    This document provides a comprehensive background of the healthcare IT dynamics in India in order to enable IT solution providers to address market opportunities more successfully. Furthermore, the...

    • Downloads: 106
  • For CIO Professionals

    Report:Process-Driven Transformation Will Depend On Stronger Business-IT Partnerships

    How IT Will Forge Lasting Relationships With Process Owners And Process Teams

    Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...

    • Downloads: 466
  • For CIO Professionals

    Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

    Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

    During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

    • Downloads: 496
    • Rating:
  • For CIO Professionals

    Report:Ethiopia IT Opportunity 2010

    This document highlights the dynamics of the IT market in the African country of Ethiopia, discusses the economic conditions prevailing in the country, and provides a systematic analysis of key IT...

    • Downloads: 14
    • Rating:
  • For CIO Professionals

    Report:European Information And Communications Technology Market 2012 To 2013

    Spending Growth Comes To A Halt As Europe Slides Into Recession

    Overview of the European ICT Market

    • Downloads: 819
    • Rating:
  • For CIO Professionals

    Report:China Healthcare Environment And IT Opportunity

    This report provides a comprehensive background of the healthcare dynamics in China in order to enable vendor strategists to address market opportunities more successfully. The report discusses the...

    • Downloads: 41
  • For CIO Professionals

    Report:US Tech Market Outlook For 2012 To 2013

    Improving Economic Prospects Create Upside Potential

    CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

    • Downloads: 1202
    • Rating:
  • For CIO Professionals

    Report:What CEOs Of Small Software Companies Need To Do In 2011

    How To Find The Best Opportunities In A High-Growth Market

    The software market is poised to enjoy its best growth in a decade, and small software companies face great growth opportunities as their larger competitors struggle to adapt to a new world of cloud...

    • Downloads: 791
  • For CIO Professionals

    Report:UAE: IT Opportunity 2011

    This document provides vendor strategists with an overview of the dynamics of the IT market in the UAE, the economic conditions prevailing in the country, and provides systematic analysis of the key...

    • Downloads: 34
  • For CIO Professionals

    Report:Australia Healthcare Review & Forecast 2010

    This document provides a comprehensive background of the healthcare dynamics across the Australian marketplace in order to enable vendor strategists to address market opportunities more successfully....

    • Downloads: 22
  • For CIO Professionals

    Report:Kenya IT Opportunity 2010

    This document highlights the dynamics of the IT market in the African country of Kenya, discusses the economic conditions prevailing in the country, and provides a systematic analysis of key IT...

    • Downloads: 31
    • Rating:
  • For CIO Professionals

    Report:US Tech Market Outlook Dims For 2012 To 2013

    US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

    This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

    • Downloads: 561
  • For CIO Professionals

    Report:Driving Business Transformation At Medco: An Interview With Kenneth Klepper, President And COO

    Over the past seven years, transformational changes have swept through Medco — propelled by the visionary duo of David B. Snow, Jr., Medco chairman and CEO, and Kenneth Klepper, Medco president...

    • Downloads: 352
  • For CIO Professionals

    Report:Saudi Arabia: IT Opportunity 2011

    This document provides vendor strategists with an overview of the IT market in Saudi Arabia in 2011. It also highlights the economic conditions prevailing in the country and provides systematic...

    • Downloads: 47
  • For CIO Professionals

    Report:Mobile Engagement Demands Process Transformation

    Processes: The CIO's Mobile Engagement Playbook

    To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

    • Downloads: 357
    • Rating:
  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 250
  • For CIO Professionals

    Report:The Canadian Tech Market 2012 To 2013

    Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

    Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...

    • Downloads: 276
  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 447
    • Rating:
  • For CIO Professionals

    Report:Cloud Computing In Australia And New Zealand 2010: End User Adoption Trends

    This document provides an overview of cloud computing in Australia and New Zealand for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and challenges,...

    • Downloads: 26
  • For CIO Professionals

    Report:Turkey Public Sector Market Analysis

    This document provides a comprehensive background of the dynamics in the public sector market in Turkey. This analysis will allow vendor strategists to address market opportunities in Turkey more...

    • Downloads: 34
    • Rating:
 
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