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

  • For Application Development & Delivery Professionals

    Report: Navigating Salesforce's Complex Landscape

    Many enterprises have expansive visions for using Salesforce but quickly encounter a vexing question: Which of the vendor's several cloud applications will they need? No wonder: Salesforce now o...

  • For Application Development & Delivery Professionals

    Report: Transform Customer Processes And Systems To Improve Experiences

    The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and del...

  • For Application Development & Delivery Professionals

    Report: Embrace Continuous Improvement To Power Customer Service Operations

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) ...

  • For Application Development & Delivery Professionals

    Report: How To Get The Most Out Of Your CRM

    Application development and delivery (AD&D) professionals who support CRM can't afford failed technology projects. These deployments are costly, affect many employees, and hinge on much more tha...

  • For Application Development & Delivery Professionals

    Report: Capitalize On SaaS CRM Solutions With Better Governance

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions. Import...

  • For Application Development & Delivery Professionals

    Report: Trends 2016: The Future Of Customer Service

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal...

  • For Application Development & Delivery Professionals

    Report: Transform Customer Processes And Systems To Improve Experiences

    The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and del...

  • For Application Development & Delivery Professionals

    Report: Assess CRM Capabilities To Pinpoint Opportunities

    This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social compu...

  • For Application Development & Delivery Professionals

    Report: Transform The Contact Center For Customer Service Excellence

    Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forres...

  • For Application Development & Delivery Professionals

    Report: Choose The Right CRM Solutions For Your Organization

    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 indu...

View all of Kate Leggett's Research

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