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: Define Your CRM Plan

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you should keep a laser focus on creating business value. Sound planning for CRM requires ap...

  • For Application Development & Delivery Professionals

    Report: Vendors Battle For The Heart Of The Contact Center

    The heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D)...

  • For eBusiness & Channel Strategy Professionals

    Report: Brief: Don't Make Your Customers Call You For Service

    Customers increasingly use web and mobile as a first point of contact for customer service. Across all generations, they also increasingly rely on digital channels like chat. Customers expect co...

  • For Application Development & Delivery Professionals

    Report: Quantify The Business Value Of CRM

    Customer relationship management (CRM) initiatives must not only be technically sound but must also answer this question: What will we get for our money? This report describes how application de...

  • For Application Development & Delivery Professionals

    Report: Customers Self-Serve As A First Point Of Contact For Customer Service

    Web and mobile self-service have unseated the phone as the first point of contact with customer service organizations. Why? Customers expect companies to value their time, and self-service provi...

  • 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: 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 Customer Processes And Systems To Improve Experiences

    We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forreste...

  • 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: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

    During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundation...

View all of Kate Leggett's Research

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