Kate Leggett

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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3673 results in Reports

    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Value-Added Resellers

      A Buyer's Guide To The Evolving Software Reseller Landscape

      For years, Forrester has followed a changing landscape in the software value-added reseller (VAR) market. An increase in direct selling by original equipment manufacturers (OEMs), a diminishing role...

      • Downloads: 202
    • For Application Development & Delivery Professionals

      Report:Market Overview: Web Content Management Systems

      Solutions For Delivering Digital Customer Experiences, Informational Websites, And Intranets

      The relevance of web content management (WCM) has never been higher as businesses and brands leverage this technology to support their multichannel digital customer experiences. The WCM market...

      • Downloads: 490
    • For CMO Professionals

      Report:The Convergence Of Brand, Customer Experience, And Marketing

      CMOs Must Define The Brand/Customer Experience Relationship To Fuel Business Success

      The line between the brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies and products on their own terms. This requires an explicit architecture...

      • Downloads: 743
    • For CMO Professionals

      Report:Quick Take: Three Ways That The Right CMO-CIO Partnership Can Pack A Powerful Punch

      For two days at our recent Forrester's Forum For CMOs And CIOs in Napa Valley, California, 100 CMOs and CIOs engaged in a conversation about the roles each of them play in helping their companies win...

      • Downloads: 193
    • For Security & Risk Professionals

      Report:Quick Take: IBM Acquires Fiberlink To Bolster Its MobileFirst Portfolio

      Prospects Are Good For This Acquisition, Which Matches Complementary Strengths

      • Downloads: 105
    • For Customer Insights Professionals

      Report:The Loyalty Partner Primer

      Key Lessons From Loyalty Vendor Client References

      During the Forrester Wave™ evaluation of loyalty program service providers, we surveyed 98 customers about their vendor partnerships. We found that users are largely satisfied with the...

      • Downloads: 233
    • For CIO Professionals

      Report:Digital Business Leadership

      The Chief Digital Officer: Fad Or Future?

      This is a pivotal time for CIOs — a time to step into the limelight or remain in the shadows. This report, originally written for CMOs, is a must-read for CIOs, especially those with a vision...

      • Downloads: 426
    • For Security & Risk Professionals

      Report:Introducing Forrester's Prioritized Patching Process (P3)

      Leverage Predictive Threat Modeling And Data Value For A Context-Based Approach To Patch Prioritization

      Criminals want access to your valuable assets, and one of their preferred methods is to exploit vulnerabilities lurking in your software and systems. Typically, these vulnerabilities have available...

      • Downloads: 262
    • For CIO Professionals

      Report:Pioneer Vendors: Reinventing Human-Computer Interaction

      The introduction of the mouse-based graphical user interface (GUI) helped give birth to the modern PC. Similarly, the practical application of multitouch screens in the first-generation Apple iPhone...

      • Downloads: 298
    • For Application Development & Delivery Professionals

      Report:Banking Industry Architecture Network Delivers On Semantic Business Services Specifications

      The BIAN Revisited Series: Part 1

      The Banking Industry Architecture Network (BIAN), a nonprofit organization, has been working on semantic specifications of business services for the banking industry for a couple of years. Just...

      • Downloads: 151
    • For Marketing Leadership Professionals

      Report:Understand Operational Nuances To Achieve Success With Google Product Listing Ads

      Introduced in late 2012 as a paid model, Google's Product Listing Ads (PLAs) were readily embraced by marketers of all types. Throughout the past year, spend has increased and the number of PLA...

      • Downloads: 155
    • For CMO Professionals

      Report:Trends For The B2C CMO To Watch In 2013

      Embrace Digital Innovation To Deliver Compelling Brand Experiences

      2013 will be a unique year for CMOs of consumer-focused companies. They will have to drive their brands to deliver cohesive brand experiences that use digital to augment and extend their engagement...

      • Downloads: 759
    • For Sourcing & Vendor Management Professionals

      Report:Emphasize Flexibility In Telecom And Mobility Services Contract Negotiations To Reduce Risk

      Processes: The Telecommunications And Mobility Sourcing Playbook

      This report is an update to "Emphasize Flexibility In Communications Service Contract Negotiations To Reduce Risk," originally published on October 9, 2012. This updated report outlines Forrester's...

      • Downloads: 176
    • For eBusiness & Channel Strategy Professionals

      Report:Mobile Technographics®: Australian Online Shoppers

      Choosing The Right Approach For Your Target Consumers

      Mobile commerce is growing in Australia at a rapid pace. To shape sensible strategies, Australian eBusiness professionals must understand the behavior of their customers. For example, they should...

      • Downloads: 267
    • For CIO Professionals

      Report:Brief: HP Gets Back On The Path To Partnership With Customers

      Impressions From The HP Industry Analyst Summit 2014

      Forrester recently attended HP's annual Industry Analyst Summit in Boston. We heard presentations from and met privately with HP executives and business unit leaders, including Meg Whitman, George...

      • Downloads: 113
    • For Infrastructure & Operations Professionals

      Report:Unified Communications And Collaboration Adoption Is Set To Grow In Asia Pacific

      Unified communications and collaboration (UC&C) solutions have been used in Asia Pacific for years, with isolated deployments in various industries — but few companies in the region have...

      • Downloads: 142
    • For eBusiness & Channel Strategy Professionals

      Report:The Forrester Wave™: Product Information Management (PIM), Q2 2014

      Hybris (An SAP Company), IBM, Informatica, Riversand, And Stibo Systems Lead The Pack, With A Robust Set Of Midmarket Players Close Behind

      In Forrester's 19-criteria evaluation of product information management (PIM) vendors, we identified the 10 most significant providers in the category — ADAM Software, Agility Multichannel,...

      • Downloads: 261
    • For Marketing Leadership Professionals

      Report:Boosting First-Party Data Effectiveness With DMPs

      How Smart Publishers Are Partnering With Data Management Platforms For Greatest Effectiveness And Efficiency

      Publishers are simultaneously marketers of their own products and vehicles for the marketing efforts of advertisers. Their most important asset, on both counts, is the data they have about their...

      • Downloads: 259
    • For CIO Professionals

      Report:Emerging Business Technology Priorities

      Landscape: The Business Technology Agenda Playbook

      In the age of the customer, the focus of technology management must shift toward winning, serving, and retaining customers. Understanding how and where to enact this shift is a critical aspect of...

      • Downloads: 236
    • For Customer Insights Professionals

      Report:Turn Data Into Intelligence With Customer Analytics

      Executive Overview: The Customer Analytics Playbook

      Big data signals a step change in the availability of customer data and is providing firms with their biggest opportunity yet to understand their customers. The sheer scale and diversity of customer...

      • Downloads: 1107
    • For eBusiness & Channel Strategy Professionals

      Report:Online Retailing In Australia 2012: Mobile

      For The First Time, Most Local Online Retailers Sell On Mobile

      Australia knows that mobile's time has come, but the rate at which mobile has become a priority for local online retail professionals is staggering nonetheless. This report highlights the extent to...

      • Downloads: 297
    • For Enterprise Architecture Professionals

      Report:TechRadar™: Enterprise DBMS, Q1 2014

      In-Memory, NoSQL, And DBaaS Forge Ahead; Relational And Data Warehouses Focus On Innovation; And Market Starts Consolidating

      Today, enterprises face increasing data management challenges, largely because of growing data volumes, data security issues, the need for real-time information, integration of structured with...

      • Downloads: 375
    • For Infrastructure & Operations Professionals

      Report:Best Practices: IT Asset Management

      Best Practices To Use For Starting Or Renewing Asset Management Programs

      For the past decade, technology management has been deploying critical business applications to enable other business divisions and executive management to better control and manage business...

      • Downloads: 334
    • For Infrastructure & Operations Professionals

      Report:Master The Eight Disruptors That Will Transform Business Technology Resiliency In 2013

      Landscape: The Business Technology Resiliency Playbook

      This report defines and dissects the intersections and future directions of the solutions that make up the business technology (BT) resiliency landscape. It also identifies and catalogs the vendors...

      • Downloads: 722
    • For Application Development & Delivery Professionals

      Report:Market Overview: Mobile Business Intelligence

      Ushering In A New Era Of Using Data For Business Benefit

      Having business applications available while away from the office is nothing new; neither is using mobile devices as an integral part of a business process. Until recently, however, the former has...

      • Downloads: 394