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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39 results in Reports

  • Healthcare
  • CIO
  • For CIO Professionals

    Report:Wanted: Disruptive CIOs To Drive Digital Business

    Case Study: New England Biolabs

    Digital trends are changing business. The markets you operate in and the way you conduct business are already transformed by digital innovations. As a result, the CIO must implement and run new...

    • Downloads: 384
  • For CIO Professionals

    Report:Brief: China Tech Spending By Industry, 2016

    Digital Business Drives Tech Spending In China

    China's recent macroeconomic performance has cast a veil of uncertainty over the prospects for global economic growth in 2016. Similarly, many vertical industries in China will continue to grow...

    • Downloads: 50
  • 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: 433
  • For CIO Professionals

    Report:2016 Technology Imperatives For US Healthcare Payers

    Insurer CIOs Must Remove The Barriers To Customer Obsession

    The age of the customer won't wait for healthcare payers. As employer customer numbers drop and individual consumer memberships grow, insurers must learn to articulate their value to these customers...

    • Downloads: 761
  • 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: 408
  • For CIO Professionals

    Report:The Internet Of Things Comes Home, Bit By Bit

    Digital Homes Will Get Smart In Small Steps

    The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

    • Downloads: 1519
  • 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: 381
  • For CIO Professionals

    Report:2015 To 2016 Tech Market Outlook For European Countries

    Better Growth Outside The Eurozone Than Within

    Will Europe's modest economic expansion strengthen or go into reverse? Will China's economic slowdown and the ongoing geopolitical conflict with Russia put a dent into European exports? What will...

    • Downloads: 300
  • 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: 814
  • For CIO Professionals

    Report:European Tech Market Outlook, 2015 To 2016

    A Modest Improvement, Shadowed By A Strong Dollar

    CIOs in European countries can look forward to a slightly better tech market in 2015 and 2016. The European tech market has shown signs of moderate but sustained growth of 4% to 5% in euros. Aided by...

    • Downloads: 269
  • For CIO Professionals

    Report:Brief: Develop The IoT's Potential To Revamp The Patient Experience

    CIOs Must Address Privacy And Quality Concerns Before Wearables And Health Apps Become Part Of Healthcare Delivery

    With more consumers using wearable devices and tracking health and wellness through apps, healthcare organizations must consider the data use case for consumer health data. Healthcare provider CIOs...

    • Downloads: 226
  • For CIO Professionals

    Report:Mapping The Connected World

    Software Control Of The Physical World Will Change Your Business

    A technology revolution is brewing that uses sensors, networks, and analytics software to connect physical objects and infrastructure to computing systems, providing an unprecedented view into the...

    • Downloads: 1408
  • 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: 195
  • For CIO Professionals

    Report:Predictions 2016: The Empowered Patient

    How New Expectations And Technologies Will Drive The Healthcare CIO's Agenda

    2016 will introduce healthcare organizations to the empowered patient, triggering changes across technology and business models. In response to this changing landscape, CIOs will face increased...

    • Downloads: 359
  • For CIO Professionals

    Report:Healthcare Providers: Avoid Disruption From ICD-10 Migration

    Best Practices For Sailing Through The ICD-10 Tsunami When Healthcare's Flow Of Money Will Be Disrupted

    On October 1, 2015, the US Department of Health and Human Services mandate will come into effect and require all healthcare claims flowing to both public and private payers to be coded using the...

    • Downloads: 216
  • For CIO Professionals

    Report:The Canadian Tech Market Outlook For 2016 To 2017

    Canadian Tech Buyers Showed Signs Of Life In 2015, But That Will Fade In 2016

    CIOs in Canada must prepare to make important decisions to fast-track their adoption of cloud services and software-as-a-service (SaaS). While 2016 to 2017 promises to be a tumultuous period for many...

    • Downloads: 112
  • 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: 500
  • For CIO Professionals

    Report:2016 Tech Budget Benchmarks

    What You Need To Know About What Your Industry Peers Are Spending On Business And Information Technologies

    Every year, CIOs look for tech budget benchmarks to defend tech spending levels to business partners and to help determine where their firm may be overspending or underspending on technology. In this...

    • Downloads: 534
  • 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: 127
  • For CIO Professionals

    Report:Making The Strategic PHM Platform Decision

    The Exploding Population Health Management Vendor Landscape Changes The Decision Calculus

    Healthcare is in the early stages of a shift from fee-for-service (volume) to risk-based payment (value). Population health management (PHM) is a requirement for navigating this shift. PHM is...

    • Downloads: 175
  • 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: 55
  • For CIO Professionals

    Report:The Enterprise Network Enables Business Innovation

    Business And Network Strategies Will Become More Integrated

    The enterprise network is the ugly duckling of enterprise technology landscape, looked at disparagingly by CIOs and often ignored by the business. The enterprise network is much less exciting than...

    • Downloads: 385
  • 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: 210
  • 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: 159
  • 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: 432