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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    • For eBusiness & Channel Strategy Professionals

      Blog:Retailers Focus on Multiple Holiday Sales Driving Tactics, in Addition to Search

      According to the 2008 JupiterResearch Executive Survey results, online retailers continue to put search engine marketing spending at the top of their holiday sales driving tactics. Nonetheless, this...

      • For Application Development & Delivery Professionals

        Blog:Do Application Developers Need To Change Their Ways?

        Controversies and eccentricities notwithstanding, Michael Jackson is a brilliant musical artist and performer. I was acutely aware of this on February 2009 in London after 3...

        • For Sourcing & Vendor Management Professionals

          Report:SAP Services Market Overview

          Navigating A Crowded SAP Partner Landscape In The Digital Era

          Today's SAP solutions extend far beyond systems of record that manage financials and supply chain processes. Through mobility, analytics, cloud, social, and ecosystem solutions, the SAP platform has...

          • Downloads: 390
        • For Infrastructure & Operations Professionals

          Charts & Figures:IT Operations Exhibit Complexity Across Four Stages

        • For eBusiness & Channel Strategy Professionals

          Blog:Amazon Rocks

          I know, we are in the depths of an economic quagmire, but could we just take a sec to recognize that the biggest online retailer just posted a 31% increase in revenue. That is huge given the...

          • For Vendor Strategy Professionals

            Blog:Symantec's acquisition of MessageLabs

            This acquisition extends Symantec into the security software-as-a service (SSaaS) market, but it doesn’t in itself provide any proof that Symantec is looking at SSaaS strategically. For example, we...

            • For Infrastructure & Operations Professionals

              Charts & Figures:IT Operations Exhibit Complexity Across Four Stages

            • For Marketing Leadership Professionals

              Blog:Three Reasons To Stop Demonizing Facebook And Mark Zuckerberg

              Facebook owns spectacular portions of its users’ time and has the right to use their data; this is the basis for Facebook’s significant revenue potential and is a great reason why we...

              • For Customer Insights Professionals

                Blog:Clarifying The Market Mix Modeling Landscape

                In the process of developing my new coverage area: marketing measurement, I'm working on a report to clarify the market mix modeling landscape and give customer intelligence professionals a sense of...

                • For eBusiness & Channel Strategy Professionals

                  Blog:American Airlines Unbundling?

                  According to the Associated Press, American Airlines is planning to follow the Air Canada a la carte pricing structure as early as next year. Air Canada�s so-called unbundled approach is tiered to...

                  • For Customer Experience Professionals

                    Report:Customer Experience Index Snapshot: Credit Card Providers

                    Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer...

                    • Downloads: 362
                  • For Enterprise Architecture Professionals

                    Blog:Artificial Intelligence Needs More Than A Name, It Needs Personality

                    IBM's acquisition of Cognea, a startup that creates virtual assistants of multiple personalities, further reinforces that voice is not enough for artificial intelligence.  You need...

                    • For Infrastructure & Operations Professionals

                      Charts & Figures:Use Six Key Complexity Assessment Indicators

                    • For Application Development & Delivery Professionals

                      Blog:Where Do *You* Find The Best Software Developers?

                      Here at Forrester, we’re beginning a new stream of research focused on where firms are finding the best software developers. And by best, I mean a few key attributes, including being...

                      • For Enterprise Architecture Professionals

                        Blog:Spiders And Elephants – Social Connections And Big Data Will Determine The Next Big Winners And Losers

                        I’ve been following a couple of 2011 developments that together may determine the next big technology winners and losers. To get your click, I’ve been obscure in my title. Spiders refers...

                        • For Customer Insights Professionals

                          Blog:The Future of Agencies: What Do You Think?

                          We’re in the process of pondering a very important question in the industry today: what is the future of agencies? Agencies have played such a crucial role in helping companies market their...

                          • For Sourcing & Vendor Management Professionals

                            Report:Offshore Vendor Snapshots

                            Profiles Of iGate, MphasiS, Syntel, And Tech Mahindra

                            Continuing Forrester's coverage of Indian outsourcers, this report puts the spotlight on the bottom half of the top 10 Indian outsourcers. These vendors are able to offer best-of-breed services in...

                            • Downloads: 214
                          • For eBusiness & Channel Strategy Professionals

                            Blog:Online travel gets greener

                            There are undoubtedly varying shades of green. We discussed this in a recent report called "Green Online TravelersAssessing the Brand Impact of Travelers' Environmental Concerns" in which we...

                            • For Security & Risk Professionals

                              Report:Content Security Is Becoming A Competition Among Suites

                              Websense Rounds Out Its Security Portfolio With Its Acquisition Of SurfControl

                              Websense recently completed its acquisition of SurfControl, not only taking out the No. 2 competitor in Web filtering, but also gaining a solid foothold in the email filtering space. Along with the...

                              • Downloads: 374
                            • For Marketing Leadership Professionals

                              Webinar:Content Brands Rise Above Channels

                              Consumers are no longer passive "eyeballs" to be tracked, targeted and messaged to; they're now active and critical in how they hunt for, filter, and consume information and entertainment across...

                              • Downloads: 52
                            • For Infrastructure & Operations Professionals

                              Blog:Microsoft's New Surface Makes A Strong Case For Device Consolidation

                              Yesterday, Microsoft released the Surface Pro 3, a 12" touchscreen device billed as "the tablet that can replace your laptop." Sporting some hard-core computing bona fides (including Intel processors...

                              • For Infrastructure & Operations Professionals

                                Charts & Figures:Focus On People, Process, And Technology To Remediate I&O Complexity

                              • For Business Process Professionals

                                Blog:Use Advanced Analytics To Spotlight People Who Have The Biggest Impact On Customer Satisfaction

                                Community is an ideal toward which all social networks should aspire. In a true community, everybody is pulling for everybody else, sharing whatever assistance, expertise, and insight they...

                                • For Application Development & Delivery Professionals

                                  Blog:Business Rules Platforms 2011: 3 Vendors Have Strongest Positions

                                  After two years of vendor consolidation, which are the best business rules platforms for application development and delivery professionals to consider? In our judgment, based on growth rates, market...

                                  • For eBusiness & Channel Strategy Professionals

                                    Report:Who's Willing To Pay The Most For A Financial Plan?

                                    Many consumers realize they cannot develop a sound investment plan on their own. But are they willing to pay to have the plan developed for them? We found that Validators — investors who gather...

                                    • Downloads: 117
                                  • For Security & Risk Professionals

                                    Charts & Figures:Budget Concern Is A Major Issue For IT Security

                                    Security Isn't A Technology Problem; It's A People And Process Problem