Forrester Research : Analyst : Kate Leggett

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Find Kate on:
Blog: Application Development & Delivery Blog

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at 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.

Research Coverage:

CRM Applications, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, IT Consulting, Packaged Applications, Social Computing, Web 2.0

Kate Leggett's Research

For Business Process Professionals
Report: Forrester's Best Practices Framework For Customer Service Self-Assessment
Kate LeggettDecember 26, 2012
- Downloads: 49
- Rating:
For Application Development & Delivery Professionals
Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service
Kate LeggettDecember 26, 2012
This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D;) executives looking to implement customer service...
- Downloads: 1203
- Rating:
For Application Development & Delivery Professionals
Report: Choose The Right Customer Service Solution For Your Business
Kate LeggettDecember 18, 2012
Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...
- Downloads: 115
- Rating:
For Application Development & Delivery Professionals
Report: Win Funding For Your Customer Service Project
Kate LeggettSeptember 10, 2012
Customer service is a cornerstone of a company's customer experience strategy. Delivering good customer service has quantifiable benefits measured in decreased operational costs, increased repur...
- Downloads: 139
- Rating:
For Application Development & Delivery Professionals
Report: Implement Effective Customer Service Metrics
Kate LeggettAugust 21, 2012
This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D;) executives looking to implement customer service metrics. This r...
- Downloads: 399
- Rating:

View all of Kate Leggett's Research

For Application Development & Delivery Professionals
Report: Market Overview: Customer Service Specialty Solutions
Kate LeggettDecember 10, 2010
Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction manageme...
- Downloads: 1524
For Application Development & Delivery Professionals
Report: Trends 2011: Customer Service
Kate LeggettJanuary 25, 2011
Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they ...
- Downloads: 1201
For Application Development & Delivery Professionals
Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service
Kate LeggettDecember 26, 2012
This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D;) executives looking to implement customer service...
- Downloads: 1203
- Rating:
For Application Development & Delivery Professionals
Report: Best Practices: Knowledge Management For Customer Service
Kate LeggettMarch 25, 2011
Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the vo...
- Downloads: 1177
- Rating:
For Application Development & Delivery Professionals
Report: Navigate The Future Of Customer Service
Kate LeggettJanuary 30, 2012
This report outlines the vision of Forrester's solution for business process executives supporting customer service operations. It is designed to help business process execs understand the futu...
- Downloads: 1034
- Rating: