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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39 results in Reports

  • Healthcare & Life Sciences
  • CIO
  • For CIO Professionals

    Report:Four Examples Of Decoding An IT Org Chart

    This presentation illustrates four examples of IT organization redesigns. Use this presentation to help envision your own redesign and understand the goals, barriers, and target groups...

    • Downloads: 45
  • For CIO Professionals

    Report:Wanted: Disruptive CIOs To Drive Digital Business

    Case Study: New England Biolabs

    Digital trends are changing business. The markets you operate in and the way you conduct business are already transformed by digital innovations. As a result, the CIO must implement and run new...

    • Downloads: 221
  • For CIO Professionals

    Report:The Enterprise Network Enables Business Innovation

    Business And Network Strategies Will Become More Integrated

    The enterprise network is the ugly duckling of enterprise technology landscape, looked at disparagingly by CIOs and often ignored by the business. The enterprise network is much less exciting than...

    • Downloads: 138
  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 677
  • For CIO Professionals

    Report:Continued Gloom For European ICT Markets

    Tech Recession Extends Through 2013, At Least

    Will it ever end? When will the European economic recession end, and when will European tech buying start to pick up? These are questions that CIOs across Europe and tech vendors selling to them into...

    • Downloads: 376
  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

    • Downloads: 893
  • For CIO Professionals

    Report:European Information And Communications Technology Market 2012 To 2013

    Spending Growth Comes To A Halt As Europe Slides Into Recession

    Overview of the European ICT Market

    • Downloads: 989
  • For CIO Professionals

    Report:Improve Business Outcomes With Adaptive Intelligence

    Making Business Intelligence A Collaborative Process Leads To Greater Insights, Security, And Efficiency

    Enterprise execs who seek to understand their customers, market, and competitive landscape can't afford to limit their insights to the data they generate. Nor can they hope to gain sufficient insight...

    • Downloads: 448
  • For CIO Professionals

    Report:Process-Driven Transformation Will Depend On Stronger Business-IT Partnerships

    How IT Will Forge Lasting Relationships With Process Owners And Process Teams

    Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...

    • Downloads: 648
  • For CIO Professionals

    Report:Four Reasons For Sluggish Tech Market Growth And The Rationale For Future Optimism

    Weak Economies, A Changing Hardware Market, Cloud, And CEO Aversion To Investment Have Kept A Lid On Tech Buying

    Forrester's projected 5.5% growth in the global tech market in 2014 in local currency terms (6.2% in US dollars) is certainly an improvement over the more feeble growth of 2012 and 2013. Still, these...

    • Downloads: 124
  • For CIO Professionals

    Report:Developing A Strategy For Telemedicine

    Providers Should Learn From Two Established Practices

    In the changing environment of healthcare technology, telemedicine is disruptive, as it forces shifts in business models for patient care. As one mode of telemedicine, remote interactive care,...

    • Downloads: 62
  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    Business Case: The CIO's Mobile Engagement Playbook

    Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

    • Downloads: 1063
  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 380
  • For CIO Professionals

    Report:Master 10 Trends For Your Cloud Journey

    Early in 2011, Forrester made a series of predictions about the future of cloud computing for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new...

    • Downloads: 2699
  • For CIO Professionals

    Report:2014 Technology Imperatives For US Healthcare Providers

    The Regulatory Tsunami Upends US Healthcare BT

    The seismic shift in business goals brought about by the Affordable Care Act and other legislative actions are causing providers to forge new relationships with care delivery stakeholders. The...

    • Downloads: 557
  • For CIO Professionals

    Report:Mapping The Connected World

    Software Control Of The Physical World Will Change Your Business

    A technology revolution is brewing that uses sensors, networks, and analytics software to connect physical objects and infrastructure to computing systems, providing an unprecedented view into the...

    • Downloads: 938
  • For CIO Professionals

    Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

    Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

    During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

    • Downloads: 627
  • For CIO Professionals

    Report:Quick Take: Apple Moves Healthcare Closer To A Mainstream Embrace Of The Customer

    On June 2, 2014, at its annual developers' conference, Apple announced a new platform named HealthKit. While this is not the big move that some were expecting, it underpins a profound shift in the...

    • Downloads: 137
  • For CIO Professionals

    Report:Decoding Your IT Org Chart

    An org chart is just one element that will enable an IT organization to operate effectively. It must be combined with other elements including leadership, culture, and processes. However, who your...

    • Downloads: 377
  • For CIO Professionals

    Report:Business Process Initiatives Focus On Customer Experience And Cost Reduction

    These data charts are based on the Q2 2011 Global Forrester/IQPC Business Process Maturity Online Survey.

    • Downloads: 59
  • For CIO Professionals

    Report:Australia, China, And India Set The Pace In Asian IT Services

    Individual Country Dynamics Drive Growth And Industry Maturity

    Different factors will drive the growth of the IT services and outsourcing industries in Australia, China, and India. In Australia, as-a-service offerings, mobile application development, and mobile...

    • Downloads: 956
  • For CIO Professionals

    Report:SharePoint Adoption: Content And Collaboration Is Just The Start

    Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros

    Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

    • Downloads: 1485
  • For CIO Professionals

    Report:US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

    • Downloads: 922
  • For CIO Professionals

    Report:US Tech Market Outlook Dims For 2012 To 2013

    US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

    This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

    • Downloads: 632
  • For CIO Professionals

    Report:The Internet Of Things Comes Home, Bit By Bit

    Digital Homes Will Get Smart In Small Steps

    The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

    • Downloads: 984