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

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Role

Analyst

George Lawrie (3)
Adele Sage (1)
Eve Maler (1)
Megan Burns (1)
Nigel Fenwick (1)
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All Analysts
- Adele Sage (1)
- Eve Maler (1)
- George Lawrie (3)
- Megan Burns (1)
- Nigel Fenwick (1)
- Sucharita Mulpuru (1)

Topics

Packaged Applications (3)
Customer Experience Management (2)
eCommerce (2)
Application Development (1)
IT Management (1)
See all Topics
All Topics
- Application Development (1)
- Customer Experience Management (2)
- eCommerce (2)
- IT Management (1)
- Packaged Applications (3)
- Security, Risk and Compliance (1)
- Tech Sector Economics (1)

Industry

8 results in Social

Retail

For CIO Professionals
Client Inquiry:Can You Provide Some Insight Into Future Technology Trends?
Nigel FenwickDecember 06, 2010
For retail/CPG: 1) From your point of view, what will 2025 technology enable from a consumer, employee, and partner perspective? 2) What are the key trends to watch that might have an impact on our...
For Application Development & Delivery Professionals
Client Inquiry:What Are Best Practices And What Is The Future Outlook For Retail Systems Implementation?
George LawrieDecember 22, 2010
What are the best practices for implementing retail systems — locally, regionally, or globally? What does the future of retail point of sale (POS) look like?
For eBusiness & Channel Strategy Professionals
Client Inquiry:Building Multichannel Capabilities For Long-Term Financial Plans
Sucharita MulpuruOctober 03, 2011
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For Application Development & Delivery Professionals
Client Inquiry:What Value Is RFID/Bar Code Tracking Delivering For Business?
George LawrieSeptember 13, 2010
What value is RFID/bar code tracking delivering for business? We are looking at high-value items such as pharmaceutical products, automobile parts, beverage/tobacco, etc.
For Customer Experience Professionals
Client Inquiry:Uptime/Availability Statistics For Retail Sites
Adele SageJuly 19, 2010
Are there any uptime/availability statistics for retail sites that Forrester can provide?
For Customer Experience Professionals
Client Inquiry:Measuring In-Store Customer Experience
Megan BurnsAugust 04, 2010
How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...
For Application Development & Delivery Professionals
Client Inquiry:Should We Develop Or Purchase And Integrate Off-The-Shelf Point-Of-Sale Software?
George LawrieMarch 08, 2011
We would like to discuss the marketplace for off-the-shelf point-of-sale (POS) software that we can integrate. We are building a hospital management system, which must provide the capacity for...
For Security & Risk Professionals
Client Inquiry:How Retailers Handle Login Expiration Time
Eve MalerAugust 12, 2011
How do retailer websites handle login expiration? Is it session-based, login-persisted, 30-day cookie, and so on? What is the norm or best practice?

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Role

Analyst

All Analysts

Topics

All Topics

Industry

For CIO Professionals

Client Inquiry:Can You Provide Some Insight Into Future Technology Trends?

For Application Development & Delivery Professionals

Client Inquiry:What Are Best Practices And What Is The Future Outlook For Retail Systems Implementation?

For eBusiness & Channel Strategy Professionals

Client Inquiry:Building Multichannel Capabilities For Long-Term Financial Plans

For Application Development & Delivery Professionals

Client Inquiry:What Value Is RFID/Bar Code Tracking Delivering For Business?

For Customer Experience Professionals

Client Inquiry:Uptime/Availability Statistics For Retail Sites

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

For Application Development & Delivery Professionals

Client Inquiry:Should We Develop Or Purchase And Integrate Off-The-Shelf Point-Of-Sale Software?

For Security & Risk Professionals

Client Inquiry:How Retailers Handle Login Expiration Time

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