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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38 results in Reports

  • Healthcare
  • CIO
  • For CIO Professionals

    Report:Case Study: Agile Budgeting And Methodology Expand Beyond BT And Deliver

    Blue Cross Blue Shield Of Nebraska Transforms Technology And Corporate Planning And Delivery

    Blue Cross Blue Shield of Nebraska (BCBSNE), a 75-year-old health insurance company serving 700,000 people, ran a traditional IT organization with traditional IT governance and processes. However,...

    • Downloads: 125
  • For CIO Professionals

    Report:2014 Technology Imperatives For US Healthcare Providers

    The Regulatory Tsunami Upends US Healthcare BT

    The seismic shift in business goals brought about by the Affordable Care Act and other legislative actions are causing providers to forge new relationships with care delivery stakeholders. The...

    • Downloads: 910
  • For CIO Professionals

    Report:Case Study: Data Sharing Improves Insights And Outcomes

    ConvergeHealth Provides Common Tools To Facilitate Data Sharing And Access

    Missing pieces to the puzzle obscure the full image. All industries with multiple actors across a complex ecosystem suffer the same fate. Take the healthcare industry, for example. Access to insights...

    • Downloads: 113
  • For CIO Professionals

    Report:Services For The Digital Self

    The Battle To Serve You . . . And Profit From Your Data

    People must manage an exploding array of digital content that they create or are responsible for, both at work and at home. We call this collection the digital self, and it includes everything from...

    • Downloads: 774
  • For CIO Professionals

    Report:Four Examples Of Decoding An IT Org Chart

    This presentation illustrates four examples of IT organization redesigns. Use this presentation to help envision your own redesign and understand the goals, barriers, and target groups...

    • Downloads: 54
  • For CIO Professionals

    Report:Mobile Engagement Demands Process Transformation

    To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

    • Downloads: 693
  • For CIO Professionals

    Report:The Canadian Tech Market 2012 To 2013

    Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

    Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...

    • Downloads: 357
  • For CIO Professionals

    Report:Predictions 2015: The BT Agenda Underpins Healthcare Transformation

    The Healthcare Tech Revolution Takes Hold

    Over the next 18 months, healthcare CIOs will have too many requests for their attention. They must implement and maintain systems that enhance access, improve the quality of the care, and control...

    • Downloads: 397
  • For CIO Professionals

    Report:Getting The Most Out Of Open Data

    Well-Designed Programs, Partner Ecosystems, And Data Brokers Generate Innovation And Value

    Open data strategies — initially driven by goals of increased transparency and accountability in government spending and performance — are now shifting to supporting innovation and...

    • Downloads: 401
  • For CIO Professionals

    Report:2014 Technology Imperatives For US Healthcare Insurers

    US Healthcare Payers Are Rocked By A Regulatory Tsunami

    The healthcare payer market is being disrupted by new laws and regulations — especially the Affordable Care Act (ACA). In response to the new regulations, the health insurance industry is...

    • Downloads: 521
  • For CIO Professionals

    Report:Four Reasons For Sluggish Tech Market Growth And The Rationale For Future Optimism

    Weak Economies, A Changing Hardware Market, Cloud, And CEO Aversion To Investment Have Kept A Lid On Tech Buying

    Forrester's projected 5.5% growth in the global tech market in 2014 in local currency terms (6.2% in US dollars) is certainly an improvement over the more feeble growth of 2012 and 2013. Still, these...

    • Downloads: 153
  • For CIO Professionals

    Report:Improve Business Outcomes With Adaptive Intelligence

    Making Business Intelligence A Collaborative Process Leads To Greater Insights, Security, And Efficiency

    Enterprise execs who seek to understand their customers, market, and competitive landscape can't afford to limit their insights to the data they generate. Nor can they hope to gain sufficient insight...

    • Downloads: 546
  • For CIO Professionals

    Report:US Tech Market Outlook Dims For 2012 To 2013

    US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

    This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

    • Downloads: 636
  • For CIO Professionals

    Report:Decoding Your IT Org Chart

    An org chart is just one element that will enable an IT organization to operate effectively. It must be combined with other elements including leadership, culture, and processes. However, who your...

    • Downloads: 463
  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

    • Downloads: 1139
  • For CIO Professionals

    Report:Continued Gloom For European ICT Markets

    Tech Recession Extends Through 2013, At Least

    Will it ever end? When will the European economic recession end, and when will European tech buying start to pick up? These are questions that CIOs across Europe and tech vendors selling to them into...

    • Downloads: 418
  • For CIO Professionals

    Report:Segmenting The US Tech Market

    SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

    For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

    • Downloads: 696
  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 736
  • For CIO Professionals

    Report:Seven Ways Big Data Improves Healthcare Outcomes

    Compelling Business Cases For Big Data

    In the healthcare industry, knowledge driven by big data is changing the shape of research, clinical, and administrative operations; standards of care; and even fundamental business models. It is...

    • Downloads: 223
  • For CIO Professionals

    Report:Process-Driven Transformation Will Depend On Stronger Business-IT Partnerships

    How IT Will Forge Lasting Relationships With Process Owners And Process Teams

    Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...

    • Downloads: 710
  • For CIO Professionals

    Report:Quick Take: Apple's WWDC 2014 Tour De Force

    New Developer Tools And Business Features Will Strengthen Apple's Leading Position In The Age Of The Customer

    Introduced by Apple CEO Tim Cook, Apple software leader Craig Federighi motored through a dense list of new operating systems, iOS 8 and OS X Yosemite, compelling new customer features such as the...

    • Downloads: 147
  • For CIO Professionals

    Report:Accelerating Technology Change Restructures US Services Employment

    Human Middleware And Transaction Processing Jobs Are Becoming Obsolete

    A perfect storm of technology change is streamlining, simplifying, and atomizing business processes. The effects will ripple across organizations, as human capital shifts from handling transactions...

    • Downloads: 101
  • For CIO Professionals

    Report:The Canadian Tech Market 2013 To 2014

    Sluggish Canadian Tech Market Will Accelerate In 2014

    Canada's CIOs and tech buyers continue to be more conservative in their tech buying than those in the US, with business and government purchases of tech goods and services growing by 2.2% in 2013,...

    • Downloads: 329
  • For CIO Professionals

    Report:Developing A Strategy For Telemedicine

    Providers Should Learn From Two Established Practices

    In the changing environment of healthcare technology, telemedicine is disruptive, as it forces shifts in business models for patient care. As one mode of telemedicine, remote interactive care,...

    • Downloads: 300
  • For CIO Professionals

    Report:US Tech Market Outlook For 2014 And 2015 — Solid, Steady Growth

    Customer-Facing Technologies Will See The Fastest Growth

    Our updated US tech market forecast indicates that US CIOs can plan for 6% to 7% increases in their tech budgets in 2014 and 2015, after several years in which they have had to be cautious in their...

    • Downloads: 700