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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

  • Craig Le Clair
  • Tech Sector Economics

  • For Application Development & Delivery Professionals

    Report:Health Payers Search High And Low For Their Business Transformation Edge

    Answering Hard Questions About Business, Process, And Technology Best Practices

    Craig Le Clair, Clay RichardsonJune 24, 2011

    Business process pros at health payers work at the intersection of business and technology, bringing process methodologies, business knowledge, and technology insights to business transformation...

    • Downloads: 577

  • For Enterprise Architecture Professionals

    Report:Prepare For 2013's Shifting BPM Landscape

    Landscape: The Business Process Management Playbook

    Craig Le ClairJanuary 23, 2013

    Firms continue to invest massive amounts of money and time into improving their business processes. Why? Because of the imperative to optimize their business operations for their markets, even as...

    • Downloads: 542
    • Comments: 1
    • Rating:

  • For Enterprise Architecture Professionals

    Report:Stuck In Cement: When Packaged Apps Create Barriers To Innovation

    Craig Le ClairJanuary 9, 2012

    Functional and industry-specific on-premises packaged apps aligned with organizational silos have worked well for well-defined, highly structured processes where volume, scale, and straight-through...

    • Downloads: 491
    • Rating:
 
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