Kate   Leggett

Kate Leggett

VP, Principal Analyst Serving Application Development & Delivery Professionals

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at CRM and 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.

Kate Leggett

VP, Principal Analyst Serving Application Development & Delivery Professionals

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at CRM and 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.

Kate Leggett's Research

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  • For Application Development & Delivery Professionals

    REPORT: Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Prepare For Dips In Customer Satisfaction And Service Levels

    November 9, 2017 Daniel Hong, Nick Barber, Ian Jacobs, John Bruno, Kate Leggett, Art Schoeller

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's through chatbots, robotic process automation, or virtual assistants, you have the task of setting expectations as to what's possible with AI. In 2018, it's time to make AI work. You must separate fact from fiction, and start understanding the operational aspects you need to support AI while still keeping tabs on areas where you can apply it to improve customer service and sales.

  • For Application Development & Delivery Professionals

    REPORT: Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook

    September 29, 2017Kate Leggett, Art Schoeller, Ian Jacobs

    The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    September 21, 2017 John Bruno, Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report describes a five-step process for application development and delivery (AD&D) pros to define the right CRM metrics and provides more than 70 examples of specific measures to help you track success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook

    September 19, 2017 Ian Jacobs, Kate Leggett

    Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals should move away from a build-first mentality and should instead consider whether those customer service technologies already exist within the enterprise. This report provides an overview of options to consider when sourcing these technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data, customer examples, and new technology categories.

  • For Application Development & Delivery Professionals

    REPORT: Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook

    September 15, 2017 John Bruno, Kate Leggett

    The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide industry-specific capabilities. Vendor consolidation further complicates the marketplace. This report describes best practices that application development and delivery (AD&D) professionals should follow for selecting the best-fit solutions and provides an overview of top solution offerings to support your CRM strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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