Skip to main content
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: The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

    The 13 Providers That Matter Most And How They Stack Up

    April 13, 2020Kate Leggett

    In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia, Helpshift, Khoros, Kustomer, LivePerson, LogMeIn, Nuance Communications, and Quiq — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service operations pros can use this review to select the right partner for their pre- and postpurchase customer engagement needs.

  • For Application Development & Delivery Professionals

    REPORT: The Top Five Best Practices For RPA In Customer Service

    How To Drive Great Agent And Customer Experiences With RPA

    April 6, 2020Kate Leggett

    Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence, increases their productivity, and allows them to deliver a higher quality of service. Yet RPA is only one of many technologies that help customer service organizations accomplish these goals. This report articulates five best practices for customer service leaders to follow that will help unlock the value of RPA for contact centers.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Healthcare CRM Providers, Q1 2020

    The Seven Providers That Matter Most And How They Stack Up

    March 12, 2020 Arielle Trzcinski, Kate Leggett

    In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and researched, analyzed, and scored them. This report shows how each provider measures up and helps healthcare leaders select the right one for their needs.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Now Tech: Healthcare CRM, Q1 2020

    Forrester's Overview Of 17 Healthcare CRM Providers

    February 21, 2020 Arielle Trzcinski, Kate Leggett

    You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, and vertical market focus. Healthcare digital business leaders should use this report to understand the value they can expect from a healthcare CRM provider and to select one based on size and functionality.

  • For Application Development & Delivery Professionals

    REPORT: The Five CRM Trends In 2020 That Will Shape Engagement, Relationships, And Revenue

    Vision: The CRM Playbook

    January 15, 2020Kate Leggett

    In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but firms have only started to tap its true power. This report summarizes the top five trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2020.

View all of Kate Leggett's Research

Clients Who Work With Kate Leggett Also Work With:

View all related analysts