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.


Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.

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10 results in Reports

  • Kate Leggett
  • Information Management
  • For Application Development & Delivery Professionals

    Report:Best Practices: Knowledge Management For Customer Service

    Use Knowledge To Power Personalized Customer Experiences

    Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the volume...

    • Downloads: 1523
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2014

    The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

    • Downloads: 920
  • For eBusiness & Channel Strategy Professionals

    Report:Understand Communication Channel Needs To Craft Your Customer Service Strategy

    Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

    • Downloads: 864
  • For Application Development & Delivery Professionals

    Report:The Secret To Better Customer Service: High Data Quality

    Business process professionals supporting customer service operations understand the need for data but do little to take responsibility for its quality. Data management professionals, on the other...

    • Downloads: 755
  • For Application Development & Delivery Professionals

    Report:Case Study: VMware Uses Knowledge Management To Empower Its Customers With Relevant Content

    VMware, a provider of virtualization and cloud infrastructure solutions, needed a way to broaden the reach of its customer service web self-service site so that it could offer proactive as well as...

    • Downloads: 493
  • For Application Development & Delivery Professionals

    Report:Community Platforms Extend Customer Service Solutions For Increased Satisfaction Ratings

    The Forrester Wave™: Community Platforms, Q4 2010

    Organizations strive to differentiate themselves by delivering an outstanding customer service experience. Community platforms allow customers to interact with peers to share information, solve...

    • Downloads: 353
  • For Application Development & Delivery Professionals

    Report:Case Study: Symantec Uses Relevant Knowledge Content To Better Serve Customers

    Symantec, a provider of security, management, backup and recovery, data availability, and data loss prevention products, was considering novel ways to make relevant content available to its technical...

    • Downloads: 349
  • For Application Development & Delivery Professionals

    Report:Better Customer Relationships Require Trusted Data

    High quality customer data is required to support every point in the customer journey. The right customer information in context allows companies to deliver positive customer experiences which can...

    • Downloads: 211
  • For Application Development & Delivery Professionals

    Report:Case Study: Focus On Users Creates Knowledge Advocates At Woodmen Of The World

    Woodmen of the World, a fraternal benefit society that provides insurance and investment products, was consolidating the operations of three divisions into one and needed a solid knowledge management...

    • Downloads: 217
  • For Enterprise Architecture Professionals

    Report:Fix The Data Problems That Destroy Your Customer Effectiveness

    Marketing, sales, and customer service professionals consider customer relationship management (CRM) applications the single source of truth about a customer. However, poor quality customer...

    • Downloads: 150