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.

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56 results in Everything

  • Emerging Methods
  • Past 18 months
  • For Marketing Leadership Professionals

    Report:Gamification: "Level Up" Your Strategic Approach

    Over the past year, marketers have made the shift from learning about the meaning of gamification to incorporating it into their strategies. But so far, the results have been mixed, as the...

    • Downloads: 80
  • For Marketing Leadership Professionals

    Report:Marketing Via Geosocial Apps: Why And How

    Location-Based Social Networking, Though Stagnant Now, Is Poised To Grow

    Geosocial applications — also known as location-based social networks — hold potential for interactive marketers: They can help increase in-store visits, your brand's visibility, and...

    • Downloads: 582
  • For Marketing Leadership Professionals

    Report:Understand Immediacy, Simplicity, And Context

    Processes: The Mobile Marketing Playbook

    This report highlights the key principles of mobile experience that interactive marketers must weave into the process of crafting mobile marketing strategies. More people own smartphones than ever...

    • Downloads: 1385
    • Rating:
  • For Marketing Leadership Professionals

    Charts & Figures:Provide Content That Is Easy To See And Navigate To Boost Simplicity

  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Messaging Vendor Overview

    Making Smart Decisions To Support Your Business Needs

    This report is a mobile messaging vendor overview designed to provide a framework for narrowing the list of potential vendors that are well suited to meet the needs of your business. Rather than an...

    • Downloads: 659
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Building A Pervasive Corporate Mobile Competency

    Organization: The Mobile eBusiness Playbook

    Mobile strategy has evolved since 2010. Then, a mobile strategy equated to a mobile services road map and technology platform choices. An individual or small team could both create a strategy and...

    • Downloads: 270
  • For Marketing Leadership Professionals

    Report:Mobile Marketing — A Forrester Compilation

    More people own smartphones than ever before and they’re using them more often too. This makes a mobile marketing strategy crucial for any interactive marketer. Yet today we find that although...

    • Downloads: 326
    • Rating:
  • For Marketing Leadership Professionals

    Report:Navigate The Mobile Opportunity With Strategic Partnerships

    Landscape: The Mobile Marketing Playbook

    This report for interactive marketers describes the mobile marketing landscape. Interactive marketers are finally beginning to take mobile seriously — and discovering how different and more...

    • Downloads: 691
  • For Marketing Leadership Professionals

    Report:It's Time To Integrate Facebook Into Your Marketing Site

    Using Facebook Login To Your Advantage

    This report, originally written for eBusiness and channel strategy professionals, contains important insight and recommendations for interactive marketing professionals as well. Since the...

    • Downloads: 372
    • Rating:
  • For Marketing Leadership Professionals

    Report:Combine Social And Mobile To Build B2B Customer Relationships

    How B2B Interactive Marketers Can Drive Engagement, Not Just Leads

    B2B interactive marketers today are tasked with more than just building lead pipelines — they must also work alongside sales teams to build deeper customer relationships. Increasingly, B2B...

    • Downloads: 1059
    • Rating:
  • For Marketing Leadership Professionals

    Report:Mobile Marketing: Not The Same On Tablets As On Smartphones

    Effective mobile marketing begins with understanding how consumers use the two main types of mobile devices that can deliver rich marketing experiences: smartphones and tablets. This short report...

    • Downloads: 1218
    • Rating:
  • For Sales Enablement Professionals

    Report:Mobile Is A Mainstream Content Source For Tech Buyers

    Deliver What They Want Where They Want It

    Mobile is becoming the new face of engagement. By 2016, smartphones and tablets will put power in the pockets of a billion business application buyers and/or users. Mobile is not simply another...

    • Downloads: 265
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Executing End-To-End Mobile Services

    Best Practices: The Mobile eBusiness Playbook

    Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "let's build an app." Instead, decisions like these should only be undertaken...

    • Downloads: 851
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2012: Mobile And Tablet Commerce

    Forrester partners with Shop.org annually to survey retailers on their attitudes toward and investments in the online retail channel. This year the research specifically probes mobile and tablet...

    • Downloads: 1565
    • Rating:
  • For Marketing Leadership Professionals

    Report:Use The Five P's To Test Interactive Displays

    Understand The Opportunities And Challenges Before Activating

    Interactive displays offer interactive marketers the chance to enhance customer engagement outside of the home and to test budding technologies like gestural recognition and touchscreen interfaces....

    • Downloads: 235
  • For Marketing Leadership Professionals

    Report:Case Study: Mint.com Grows Its Business Using Game Mechanics

    Mint.com wanted to increase traffic from new and returning users to its site as well as deepen engagement and exposure to monetized elements. By employing a suite of game mechanics — including...

    • Downloads: 362
  • For Marketing Leadership Professionals

    Report:Mobile App Discovery: Best Practices To Promote Your App

    Most brands would love to have their apps among the top 25 most downloaded apps on the Apple App Store or Google Play. With more than one million apps available, there's a great risk that your app...

    • Downloads: 207
  • For Marketing Leadership Professionals

    Report:Mobile Apps For Marketing

    When And How Interactive Marketers Should Build Apps For Marketing Purposes

    Mobile apps hold exciting potential for interactive marketers to reach their audiences through mobile devices in ways the mobile Web can't. But today, mobile apps receive a mixed response from...

    • Downloads: 490
    • Rating:
  • For Customer Insights Professionals

    Report:The Evolution Of The Customer Engagement Agency

    As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...

    • Downloads: 505
    • Rating:
  • For Marketing Leadership Professionals

    Report:2013 Mobile Trends For Marketers

    Multiyear Strategies And Larger Investments Define This Year

    With more than 1 billion smartphones in consumers' pockets at the beginning of 2013, mobile is driving a second Internet revolution that's even more profound than the first one. Mobile creates new...

    • Downloads: 956
    • Rating:
  • For Marketing Leadership Professionals

    Report:Score Your Mobile Marketing Maturity

    Assessment: The Mobile Marketing Playbook

    This report for interactive marketers explains how to assess your mobile marketing capabilities. We find that although mobile budgets are beginning to increase, the majority of interactive marketers...

    • Downloads: 289
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:2013 Mobile Trends For eBusiness Professionals

    Landscape: The Mobile eBusiness Playbook

    With more than 1 billion smartphones in consumers' pockets at the beginning of 2013, mobile is driving a second Internet revolution that's even more profound than the first one. Mobile creates new...

    • Downloads: 653
    • Rating:
  • For Marketing Leadership Professionals

    Report:US Financial Services Lead Interactive Marketing Spending

    US financial services interactive marketing spend will more than double by 2016 but won't grow its investments in every channel at the same pace. This brief report breaks down the increase by channel...

    • Downloads: 552
    • Comments: 1
  • For Marketing Leadership Professionals

    Report:Extend Your Marketing Into Games

    See Through The Myths, And Tap Games As A Medium For Marketing

    Are you looking to deliver interactive, integrated marketing messages and advertising to reach an attractive, broad base of users in a medium where emotional response is predictable and guaranteed?...

    • Downloads: 158
    • Rating:
  • For Marketing Leadership Professionals

    Report:How To Integrate Email And Mobile Marketing

    Marketers should format emails for convenient mobile access. Do this by following Forrester's principles of convenience — create mobile emails that are immediate, simple, and contextually...

    • Downloads: 690
  • For CMO Professionals

    Report:B2B Marketing Trends And Predictions For 2012

    Last year, B2B CMOs were challenged with increasing marketing's impact on revenue, adapting to rapidly changing buyer behaviors, and delivering exceptional customer experiences. In 2012, they will go...

    • Downloads: 1247
    • Rating:
 
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