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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

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook

    September 11, 2020 Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, personalized customer service that's in line with customers' expectations and within cost constraints. Siloed governance processes are a consistent root cause of poor customer service, and application development and delivery (AD&D) professionals have an opportunity to help unify these processes across business units, channels, and technology applications. This report provides a framework for transforming your firm's customer service governance program to optimize your customer service delivery. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. This edition includes new data and customer examples.

  • For Application Development & Delivery Professionals

    REPORT: Map The Way To Your CRM Business Outcomes

    Roadmap: The CRM Playbook

    September 4, 2020Kate Leggett

    When application development and delivery (AD&D) professionals create a CRM roadmap, they need to evaluate alternative CRM tactics, leverage synergies between initiatives, slot each new initiative into a schedule, and dedicate resources to the highest-value opportunities. This report describes how to build a roadmap that will allow you to realize economic value from your CRM implementation more quickly and with less risk. 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 Your CRM Plan

    Strategic Plan: The CRM Playbook

    August 28, 2020Kate Leggett

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and delivery (AD&D) professionals to do three things: 1) Put delivering a differentiated customer experience at the heart of the plan; 2) use quicker planning cycles and Agile processes; and 3) make increased collaboration between the business and the technology organization mandatory. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    August 14, 2020 Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so requires a sound business case. This report, part of Forrester's contact centers for customer service playbook, addresses the four questions that every business case must answer: What are the business benefits? What are the costs? What future flexibility does the initiative create or decrease? And what are the risks and uncertainties? 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 and examples.

  • For Application Development & Delivery Professionals

    REPORT: Now Tech: Knowledge Management Solutions For Customer Service, Q3 2020

    Forrester's Overview Of 22 Knowledge Management Providers

    July 23, 2020Kate Leggett

    You can use knowledge management (KM) solutions to empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer success. To realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Application development & delivery (AD&D) professionals should use this report to understand the value they can expect from a KM solution provider and to select one based on size and functionality.

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