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: How To Build A Modern Agent Desktop And Transform Customer Service Experiences

    The Five Critical Elements For The Agent Desktop Of The Future

    January 28, 2019Kate Leggett

    Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in managing customer service operations. Yet, as the nature of customer service work changes, agents must solve more complex issues. This report highlights the five key functions that the modern agent desktop will contain to enable customer service leaders and agents to deliver exceptional service.

  • For Application Development & Delivery Professionals

    REPORT: The Five CRM Trends In 2019 That Will Shape Engagement, Relationships, And Revenue

    Vision: The CRM Playbook

    January 22, 2019Kate 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 into the true power of these solutions. This report summarizes the top five trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2019.

  • For Application Development & Delivery Professionals

    REPORT: The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued

    Vision: The Contact Centers For Customer Service Playbook

    January 17, 2019Kate Leggett

    Automation and AI continue their relentless march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated experiences, uncover new revenue streams, and reinvent business models. Automation and AI also transform the workforce by eroding lower-skilled work — boosting the need for superagents. This report reveals the top customer service trends in 2019 for application development and delivery (AD&D) pros supporting customer service.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Tech Tide™: Sales Technologies, Q4 2018

    Seventeen Technologies Underpin The Sales Ecosystem

    December 20, 2018 Tom Kaneshige, Kate Leggett, John Bruno, Mary Shea, Jay McBain

    Consultative selling is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in sales, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 17 technology categories that support sales. Application development and delivery (AD&D) professionals should read this report to shape their firm's investment approach to these technologies.

  • For Application Development & Delivery Professionals

    REPORT: Gauge Your CRM Maturity

    Assessment: The CRM Playbook

    December 10, 2018Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and collaborate with customers. CRM success is a journey, not a destination. Every journey has a starting point. This report guides application development and delivery (AD&D) pros supporting CRM through Forrester's CRM assessment so that they can gauge where their organizations are on their journeys and discover which core competencies they need to strengthen or develop.

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