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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145 results in Reports

  • Retail
  • eBusiness & Channel Strategy
  • For eBusiness & Channel Strategy Professionals

    Report:German Online Retail Overview, 2011

    Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers

    The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

    • Downloads: 715
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Welcome To The Era Of Agile Commerce

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now...

    • Downloads: 3854
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

    • Downloads: 327
  • For eBusiness & Channel Strategy Professionals

    Report:The Luxury Retailer's Guide To Agile Commerce

    A new breed of luxury goods online shopper has arrived that is young, tech-savvy, Internet-aware, mobile-enabled, and embracing tablets fast. This new breed of global consumer is keen to find fresh...

    • Downloads: 539
    • Comments: 1
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    One of the questions that organizations launching an eCommerce operation commonly ask is, "Are there common elements behind success?" With a decade of retail eCommerce behind us, we can see that...

    • Downloads: 675
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:French Online Retail Overview, 2012

    French Online Retail Is On The Brink Of A Multichannel Revolution

    France is the third largest online retail market in Europe; although it will continue to mature and grow at a pace outstripping overall retail growth, there are significant changes in store for...

    • Downloads: 596
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Using The Online Channel To Tap Into China's Luxury Goods And Services Shoppers

    With the rapid growth and significant changes in China's luxury goods and services market in the past decade, many eBusiness professionals are finding it difficult to navigate this rapidly evolving...

    • Downloads: 141
  • For eBusiness & Channel Strategy Professionals

    Report:The Art And Science Of Retail eCommerce

    Executive Overview: The Retail eCommerce Playbook

    As retail eCommerce sales continue to explode, eBusiness executives must check all the boxes to ensure that they are not missing opportunities in this critical channel. This playbook provides...

    • Downloads: 1464
    • Comments: 4
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Trends In Russia's eCommerce Market

    Pinpointing Opportunities In Russia's Complex And Dynamic eCommerce Ecosystem

    Russia presents an enormous opportunity for eCommerce professionals eyeing potential international growth. However, as one Russian eBusiness professional told us, "You can make a lot of money here,...

    • Downloads: 169
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Retail Forecast, 2012 To 2017

    US Online Retail Will Reach $262 Billion In 2013

    Online retail in the US continues to grow at a rapid rate, outpacing sales growth at traditional stores and stealing market share from them. We predict that online retail in 2013 will reach $262...

    • Downloads: 1392
    • Comments: 1
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding The Dynamics Of China's eCommerce Market

    China is set to be the world's largest eCommerce market by 2015. Growth in this market shows no signs of slowing down, but many of the forces driving sales differ from other eCommerce markets. This...

    • Downloads: 463
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2013 To 2018 (Latin America)

    ForecastView Spreadsheet

    Total online retail spending within the three Latin American (LATAM) countries covered in this forecast -- Argentina, Brazil, and Mexico -- is expected to reach $47.3 billion by 2018, up...

    • Downloads: 3
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Luxury Department Stores

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores

    Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

    • Downloads: 572
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

    Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just prioritize...

    • Downloads: 287
  • For eBusiness & Channel Strategy Professionals

    Report:Google, Amazon, Apple, And Facebook: What eBusiness Executives Need To Know For 2012

    As four of the largest and arguably most currently influential technology companies — Google, Amazon.com, Apple, and Facebook — continue to exhibit ambitious tendencies to capture...

    • Downloads: 1959
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet

    Online retail spending by 30 retail categories such as PCs, apparel, housewares, consumer electronics, and baby products. Includes metrics, by category, such as online buyers, average spending per...

    • Downloads: 14
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Commerce Forecast: 2011 To 2016

    Mobile commerce is expected to reach $31 billion by 2016. While this represents a compounded annual growth rate of 39% from 2011 to 2016, mobile commerce is only expected to be 7% of overall...

    • Downloads: 3113
  • For eBusiness & Channel Strategy Professionals

    Report:2011 US Online Sales Bank Rankings

    Citibank Takes The Top Spot For 2011

    Forrester evaluated the online sales process of the six largest US banks — Bank of America, Chase, Citibank, PNC Financial Services, U.S. Bank, and Wells Fargo — using our Website User...

    • Downloads: 675
  • For eBusiness & Channel Strategy Professionals

    Report:2011 Canadian Online Sales Bank Rankings

    Royal Bank Of Canada Takes The Top Spot For 2011

    For the sixth year in a row, Forrester evaluated the online sales effectiveness of the six largest Canadian banks — Bank of Montreal, Canadian Imperial Bank of Commerce (CIBC), National Bank of...

    • Downloads: 384
  • For eBusiness & Channel Strategy Professionals

    Report:Trends In India's eCommerce Market

    How Online Retail In India Is Evolving Differently From Other Major Markets

    India's eCommerce market is at an early stage but is expected to see huge growth over the next four to five years. Over the past 12 months, venture capitalists have invested heavily in India's...

    • Downloads: 653
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Online Shopper Behaviors, US 2011

    A Technographics® Data Essentials Document

    Sales through online retail channels continue to grow, up almost $21 billion from last year alone. In order to fuel this projected growth, it is important to recognize where these growth...

    • Downloads: 305
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Digital Wallet Options For Your Business

    With Digital Wallets, One Size Doesn't Fit All

    Digital wallets are poised to transform the way consumers shop and pay retailers, restaurants, and service providers. Early wallets are enabling the convergence of offers, coupons, loyalty, and...

    • Downloads: 504
  • For eBusiness & Channel Strategy Professionals

    Report:Using Online Video To Drive Clicks And Conversion

    A Guide To Approaching Or Revitalizing A Retail eCommerce Video Campaign

    Shoppers are beginning to use online video to inform their purchases. Although consumer uptake is slow when compared with the wider acceptance of Internet video, online retailers are turning to video...

    • Downloads: 1066
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Luxury Fashion Brands

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands

    Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality...

    • Downloads: 1091
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2013: Key Metrics And Initiatives

    eCommerce continues to grow at a rapid pace; on average, the retailers surveyed for Forrester and Shop.org's annual The State of Retailing Online study experienced 28% growth in sales in 2012 over...

    • Downloads: 1387
    • Rating: