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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155 results in Reports

  • Marketing Methods
  • Past 18 months
  • 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 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 CMO Professionals

    Report:Assess The Impact Of Touchpoints Along The Consumer Path-To-Purchase

    How Research Touchpoints Affect Consumer Spending

    Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of...

    • Downloads: 1031
  • For Customer Insights Professionals

    Report:Rethink Existing Approaches To Embed Cross-Channel Attribution

    Processes: The Cross-Channel Attribution Playbook

    Establishing a cross-channel attribution measurement framework requires a tremendous amount of due diligence, planning, and process across the organization. In this report of the cross-channel...

    • Downloads: 396
  • For Marketing Leadership Professionals

    Report:Case Study: BBC Radio1 Reaches Young UK Users With Mobile-Specific Ads

    A Mobile-Unique Approach Creates Engagement And Drives Results

    BBC Radio 1 reinvigorated its program The Breakfast Show with new content and a new host, with the goal of appealing to younger users and growing its audience. To reach these highly mobile listeners,...

    • Downloads: 58
  • For Marketing Leadership Professionals

    Report:Brief: Don't Neglect Mobile Web Ads In Favor Of Apps

    In-App Ads Are Appealing, But They're Not A Panacea

    Smartphones have captured the attention of customers, and marketers are following suit by shifting a portion of their budgets into mobile advertising. But with mobile, unlike with desktop planning,...

    • Downloads: 88
  • For Marketing Leadership Professionals

    Report:Mobile Advertising: It's Time To Get Personal

    Dump Your Desktop Approach For Integrated, Individualized Mobile Ads

    Nearly a third of the world's population is equipped with smartphones, and saturation reaches more than two-thirds in major markets like Hong Kong, the UK, and the US. This creates a huge mobile...

    • Downloads: 316
  • For Customer Insights Professionals

    Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

    Business Case: The Customer Loyalty Playbook

    Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

    • Downloads: 792
  • For Marketing Leadership Professionals

    Report:Gauging Your Progress And Success

    Benchmarks: The Lead-To-Revenue Playbook

    B2B marketers implementing a lead-to-revenue (L2R) process for the first time or expanding an immature program often feel they are navigating uncharted waters — but they are not alone! Rather...

    • Downloads: 178
  • For Marketing Leadership Professionals

    Report:Make Content Partnerships Work For Your Brand

    Link Content Partnerships With Key Elements Of Your Brand Strategy To Drive Results

    Partnerships with media organizations can play a key role in helping brands plan and execute their content marketing strategies. Media organizations can give marketers access to audiences they may...

    • Downloads: 298
  • For Customer Insights Professionals

    Report:Balance People And Process To Fund L2RM

    Business Case: The Lead-To-Revenue Playbook

    In the age of the customer, business buyers have access to information that lets them explore solutions prior to engaging in a formal purchase process. This puts marketing in the hot seat to drive...

    • Downloads: 121
  • For Marketing Leadership Professionals

    Report:Case Study: SunGard Boosts Lead Quality And Deal Size With Improved Email Marketing

    Global technology services giant SunGard Availability Services revamped its email program as part of a larger project to improve the firm's demand generation productivity. It aligned marketing goals...

    • Downloads: 157
  • For Customer Insights Professionals

    Report:Lead-To-Revenue Management Benefits Register

    This provisional lead-to-revenue benefits register is a companion toolkit to "Plan, Don't Hope, For Lead-To-Revenue Benefits," the performance management report of the lead-to-revenue playbook. The...

    • Downloads: 14
  • For Marketing Leadership Professionals

    Report:CMOs Must Build An Affinity Channels Strategy To Reach New Audiences

    How To Navigate Fragmenting Media Audiences Across Niche, Focused Digital Media Networks

    Young demographic audiences, often described as Millennials or Gen Zers, are fragmenting across a new landscape of affinity-focused media channels built on YouTube including StyleHaul, Machinima,...

    • Downloads: 203
  • For Marketing Leadership Professionals

    Report:Plan A Stream Of Emerging Touchpoint Programs

    No two organizations are the same, and that means there is no universal approach to developing a single emerging touchpoint. Developing a stream of these innovative touchpoints is even more...

    • Downloads: 73
  • For Application Development & Delivery Professionals

    Report:Extend CRM Operations With Lead Generation And Management

    The Forrester Wave: Lead-To-Revenue Management Platform Vendors, Q1 2014

    This report, originally written for customer insights professionals, includes content relevant to professionals using or supporting customer relationship management (CRM) applications, especially...

    • Downloads: 195
  • For CMO Professionals

    Report:How To Ride The Rise And Fall Of Digital Devices

    The eReader Case Study Illustrates How The Next Wave Of Gadgets Will Play Out

    Our digital era has witnessed the ascent and decline of a stunning number of new devices: The PDA, the digital camera, and the dedicated MP3 player have all risen to prominence only to collapse into...

    • Downloads: 144
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile's Trojan Horse: The Messaging Platform

    Engage Customers In Their Mobile Moments — Even If The Moments Aren't Yours

    Companies with a strong mobile user base are going public and being acquired for astounding valuations. Some have no revenue, and you likely haven't heard of most of these companies. You are probably...

    • Downloads: 219
  • For Marketing Leadership Professionals

    Report:Score Your Mobile Marketing Maturity

    Assessment: The Mobile Marketing Playbook

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

    • Downloads: 479
  • For eBusiness & Channel Strategy Professionals

    Report:2013 US Mobile Banking Functionality Rankings

    Forrester Evaluates The Four Largest Banks' Retail Mobile Offerings

    With customer expectations rising and substantial business at stake, digital banking strategy teams know they need to keep improving their mobile services. This is one of three reports that detail...

    • Downloads: 636
  • For CMO Professionals

    Report:Big-Box Retailers Must Be Trusted And Essential To Build Their Brand

    Technographics® TRUE Brand Compass: Big-Box Retail

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers across all consumer industries now have a steeper hill to climb to earn brand preference, referral,...

    • Downloads: 241
  • For Customer Insights Professionals

    Report:Take Lead-To-Revenue Management Beyond The Campaign

    Leverage Contextual Multichannel Marketing To Keep Pace With The Evolved B2B Buyer

    If your lead-to-revenue process is still driven by campaigns, you're behind the vanguard. Campaigns have lost power as a tactic to attract new buyers. And, campaigns have never been the most...

    • Downloads: 74
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Banking Functionality Benchmark

    Chase And U.S. Bank Top Our Review Of US Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the five largest retail banks in the US across more than 35 criteria. The banks have...

    • Downloads: 305
  • For Marketing Leadership Professionals

    Report:B2C Marketers Must Turn Fragmented Marketing Budgets Into Business Budgets

    B2C 2014 Marketing Budget Trends

    Forrester's Q3 2013 North American B2C Marketing Budget Online Survey presents a mix of good news and bad news from marketers. The good: Unlike those surveyed two years ago at the tail end of the...

    • Downloads: 242
  • For Customer Experience Professionals

    Report:Case Study: Best Western Great Britain Wins Validation For Customer Experience Strategy

    In 2010, Best Western International in Great Britain was a midmarket brand struggling to stand out in a sea of budget hotels and prove its value to customers. Partnering with customer experience...

    • Downloads: 63