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.


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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3645 results in Reports

    • For CIO Professionals

      Report:How To Succeed With Smart Process Apps For Cases

      How To Choose And Build The Business Case For The Right Smart Process Application For Your Case Challenges

      Smart process applications represent a new category of software applications that are designed to support collaborative business activities. This collaboration can occur in the customer-oriented...

      • Downloads: 66
    • For CIO Professionals

      Report:Service App Stores Will Reshape Corporate Tech Management

      Empowered Employees And The Need For Cost Transparency Will Drive Service App Stores

      App stores are the embodiment of public cloud services ranging from consumerized mobile apps to software- and infrastructure-as-a-service in the enterprise context. But, private clouds and software...

      • Downloads: 137
    • For CIO Professionals

      Report:Year-End 2013 IT Budget Benchmarks

      How Forrester's Forrsights Data Can Help CIOs Prepare For 2014

      CIOs often request IT budget benchmarks. In this report, we have provided these benchmarks using data from our Forrsight's IT Budgets And Priorities Survey, Q4 2013. However, it's easy to misuse IT...

      • Downloads: 1175
    • For Sourcing & Vendor Management Professionals

      Report:The Renegade Technology Buyer In Asia

      Technology is now too important for the business not to be involved. Business decision-makers in Asia also mention that frustration with their IT department pushes them to spend directly on IT...

      • Downloads: 44
    • For CIO Professionals

      Report:Bring-Your-Own-Thing Enables The Digital Business

      Navigating Internet-Of-Things Business Models — A CIO Perspective

      Digital business is the imperative to stay competitive in the age of the customer. Easier said than done for a manufacturer of traditional physical goods. Here the Internet of Things (IoT) provides...

      • Downloads: 299
    • For CIO Professionals

      Report:The Disruptive CIO

      CIOs Must Master Business Agility, An Offensive Posture, And Customer Obsession

      There is more pressure than ever on CIOs to capitalize on digital opportunities for their business. Traditional, well-established business models are increasingly being toppled by more nimble and...

      • Downloads: 639
    • For Infrastructure & Operations Professionals

      Report:Source Effective Service Management And Automation Capabilities

      Build/Buy Capabilities: The Service Management And Automation Playbook

      This Forrester report provides infrastructure and operations (I&O) leaders and teams with a methodology to source their tools for effective service management and automation (SMA). This is...

      • Downloads: 1286
    • For CMO Professionals

      Report:Brand Health Measurement Is Ripe For Digital Disruption

      Tools And Technology: The Brand Experience Playbook

      Chief marketing officers (CMOs) have long turned to brand health measurement to keep a pulse on how the marketplace perceives their brand. But how relevant are these traditionally slow-moving and...

      • Downloads: 484
    • For Application Development & Delivery Professionals

      Report:Don't Just Maintain Business Applications, Raise Business Responsiveness

      Continuous Improvement: The Business Applications Playbook

      While big projects such as delivering new off-the-shelf or custom-built applications help your organization achieve excellent business outcomes, sustaining these outcomes requires that your...

      • Downloads: 466
    • For CIO Professionals

      Report:Workforce Personas And The Mobile App Gap

      Productivity Apps, Process Apps, Or Both? Personas Help You Decide

      The mobile mind shift that people are experiencing at home — to expect everything on a mobile device — drives their mobile expectations at work as well. IT is slow to respond with mobile...

      • Downloads: 440
    • For Application Development & Delivery Professionals

      Report:Informal Learning Dominates Corporate And Customer Learning Approaches

      Informal learning — as an individual activity and as an activity in a social setting — is experiencing tremendous growth. This interest is due to three factors: Millennials in the...

      • Downloads: 301
    • For CIO Professionals

      Report:Setting The Technology Foundation For Your Social Business And Collaboration Strategy

      Build/Buy Capabilities: The Social Business And Collaboration Playbook

      Many organizations are making a fundamental bet on social business and collaboration to drive knowledge worker effectiveness as a competitive differentiator. The goal of providing an integrated...

      • Downloads: 523
    • For Customer Experience Professionals

      Report:Should Social Media Be Part Of Your Healthcare Customer Experience?

      First Consider How Consumers Engage With Social Media For Health

      Social media adoption is growing, but is there any value to be had for healthcare companies and their customers? In this report, Forrester looks at consumer adoption of social media for health as...

      • Downloads: 945
    • For Enterprise Architecture Professionals

      Report:Use Effective EA Deliverables To Guide Change

      This report defines an approach for creating enterprise architecture (EA) deliverables as part of a high-performance EA practice. It is designed to help you create work products that matter to...

      • Downloads: 841
    • For CMO Professionals

      Report:B2B Marketing Measurement Needs An MBA

      Marketing Data Is Key To B2B Business Decisions, But Top Execs Don't Take It Seriously

      Business-to-business (B2B) chief marketing officers (CMOs) can no longer rely on soft measures like brand awareness or disconnected stats like trade show scans or website traffic to demonstrate how...

      • Downloads: 427
    • For eBusiness & Channel Strategy Professionals

      Report:How Polish Banking Customers Use Different Channels, 2011

      The Polish retail banking market is characterized by strong growth and competition. Only 68% of the population owns a current account, and a large number of banks are competing for customer...

      • Downloads: 225
    • For Customer Experience Professionals

      Report:Why Customer Experience, Why Now?

      Business Case: The Customer Experience Ecosystem Playbook

      This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters more...

      • Downloads: 3473
    • For Customer Experience Professionals

      Report:Best And Worst Of Website Experience, 2011

      This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

      • Downloads: 2009
    • For Infrastructure & Operations Professionals

      Report:Quick Take: HP Acquires Eucalyptus Systems

      HP Gains Some Solid Talent, But The Technology Story Is Puzzling

      On September 11, 2014, HP announced that it will be acquiring Eucalyptus Systems, an open source cloud platform founded in 2009. This is an unexpected move for HP. Since 2010, HP has been committed...

      • Downloads: 6
    • For Sourcing & Vendor Management Professionals

      Report:A Quick Guide To Help You Prepare For A SAS Software Negotiation

      Three Areas You Must Understand If You Want To Save Money For Your Organization

      SAS's software products help organizations apply analytics to business scenarios. Now deeply embedded in many large organizations around the world, SAS has become a market leader. It's common to see...

      • Downloads: 228
    • For Enterprise Architecture Professionals

      Report:Vendor Snapshot: BP Logix Keeps Projects And Processes On Time And Within Budget

      BPM Suite Vendor Uses Project Timelines To Drive Process Improvement

      Let's face it: Certain mission-critical business processes need to run as repeatable, complex project management-oriented processes that cut across different departments and functions. Unfortunately,...

      • Downloads: 114
    • For Sales Enablement Professionals

      Report:Asia Pacific Tech Distributors' Business Confidence Is Waning

      Technology distributors are an integral part of the tech value chain in Asia Pacific and command a key role in the partner ecosystem of most tech vendors. To assess the health of the tech industry in...

      • Downloads: 31
    • For Sourcing & Vendor Management Professionals

      Report:Setting A Technology Sourcing Strategy For Digital Disruption

      Technology-sourcing strategists face increasing pressure to support organizational goals of innovation and disruption in a digital world. Most organizations are still in the early stages of their...

      • Downloads: 262
    • For Marketing Leadership Professionals

      Report:Native Advertising: Handle With Care

      Publishers Must Carefully Balance The Potential For Additional Revenues With The Need For Transparency

      Marketers and agencies alike are seeing great potential in native advertising, which offers the opportunity to present paid-for marketing messaging in editorial content formats. Amid the hype, a few...

      • Downloads: 211
    • For Customer Insights Professionals

      Report:Seven Advanced Analytics Must-Knows

      Use Advanced Analytics To Power Customer Engagement

      Don't make the mistake of thinking that "advanced analytics" is just "better analytics." It is a fundamentally different data-driven approach firms use to find new knowledge and insights about...

      • Downloads: 545