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.

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13 results in Reports

  • Kate Leggett
  • Customer Intelligence
  • 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: 202
  • For Application Development & Delivery Professionals

    Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook

    In the age of the customer, the transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers....

    • Downloads: 1833
  • For Application Development & Delivery Professionals

    Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

    • Downloads: 123
  • For Application Development & Delivery Professionals

    Report:Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook

    This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...

    • Downloads: 2758
  • For Application Development & Delivery Professionals

    Report:The Modern CRM

    Landscape: The CRM Playbook

    The business benefit of customer relationship management (CRM) solutions, firmly centered around improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed. Yet,...

    • Downloads: 418
  • 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: 916
  • For Application Development & Delivery Professionals

    Report:Market Overview: Chat Solutions For Customer Service

    Twenty Solutions For Delivering Differentiated Experiences

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

    • Downloads: 745
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

    • Downloads: 885
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

    Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

    • Downloads: 1220
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 879
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

    • Downloads: 898
  • For Application Development & Delivery Professionals

    Report:Listening Platforms Find Traction In Customer Service Organizations

    Trends 2010: Listening Platforms

    Customer service managers must pragmatically balance the needs of their customers with the needs of their business. Listening platforms allow customer service organizations to better understand how...

    • Downloads: 240
  • For Application Development & Delivery Professionals

    Report:Customer Service Organizations Leverage Enterprise Feedback Management For Success

    Customer Experience Professionals' Introduction To Enterprise Feedback Management Vendors

    Customers know what good service is, and demand it from each interaction they have. More often than not, they are disappointed — and are quick to voice this disappointment. Customer service...

    • Downloads: 314