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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

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3 results in Reports

  • Past 12 months
  • Infrastructure Architectures
  • Manufacturing

  • For CIO Professionals

    Report:The Canadian Tech Market 2012 To 2013

    Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

    Andrew BartelsAugust 2, 2012

    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: 288

  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Andrew Bartels, Connie MooreAugust 8, 2012

    Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

    • Downloads: 664
    • Rating:

  • For Application Development & Delivery Professionals

    Report:SharePoint Adoption Faces Three Barriers: Mobile, Social, And Cloud

    John R. Rymer, Rob KoplowitzFebruary 27, 2013

    These data charts contain the full results of Forrester's August 2012 Global SharePoint Usage Online Survey. The results indicate that weak mobile access and social computing features combined with...

    • Downloads: 193
 
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