Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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.

Kate Leggett's Research

  • For Business Process Professionals

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

    • Downloads: 49
    • Rating:
  • For Application Development & Delivery Professionals

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

    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

    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

    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

    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:
  • For Application Development & Delivery Professionals

    Report: Market Overview: Customer Service Specialty Solutions

    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

    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

    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

    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

    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:
View all of Kate Leggett's Research

Kate Leggett's Planned Reports

Jan 2013

Report: Landscape:TechRadar For the Customer Service Professional

View All Kate Leggett's Planned Reports

Clients who work with Kate Leggett also work with:

 
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