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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146 results in Reports

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

    Report:Forrester Research Online Retail Forecast, 2012 To 2017 (Latin America)

    ForecastView Spreadsheet

    Online retail spending by category in Mexico, Brazil, and Argentina. Includes online buyers and online spending per buyer by categories such as computer hardware and software, consumer...

    • Downloads: 7
  • 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: 333
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

    Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

    • Downloads: 182
  • 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: 611
  • For eBusiness & Channel Strategy Professionals

    Report:The Impact Of Beacons In Retail

    Vendors Forge Partnerships While Retailers Deploy Pilots

    Retail organizations today are rapidly deploying beacon pilots based on Bluetooth low energy (BLE). While this indoor location technology offers the ability to identify a unique shopper within the...

    • Downloads: 191
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading The Digital Business Revolution

    Insights From Keynote Speeches At Forrester's 2013 eBusiness And Channel Strategy Forum

    The forces of digital revolution have reached critical mass, threatening every incumbent firm in every industry. The 750 executives who gathered in Chicago in November 2013 for Forrester's Forum For...

    • Downloads: 349
  • For eBusiness & Channel Strategy Professionals

    Report:Asia Pacific Online Retail Forecast, 2013 To 2018

    Trends In China, Japan, South Korea, India, And Australia

    The past decade has solidified the leading role that Asia Pacific plays in the global economy, and eCommerce is no exception. Our forecast outlines the magnitude of the opportunity in the region:...

    • Downloads: 494
  • For eBusiness & Channel Strategy Professionals

    Report:Latin America Online Retail Forecast, 2013 To 2018

    Trends In Brazil, Argentina, And Mexico

    A number of events over the next few years will focus the world's attention on Latin America. From presidential elections across the region that are set to have a substantial impact on domestic and...

    • Downloads: 355
  • For eBusiness & Channel Strategy Professionals

    Report:Introducing The Global Retail Segmentation

    Leverage Forrester's Global Technographics® Benchmark Data To Design Localized Retail Experiences

    It's easy for eBusiness executives to assume that shoppers use different touchpoints the same everywhere. But the reality is that there are some significant global differences in consumers' attitudes...

    • Downloads: 428
  • For eBusiness & Channel Strategy Professionals

    Report:Selling Luxury Goods To Online Shoppers In China

    Understanding The Needs Of Today's Luxury Buyers

    China is an enticing market for luxury brands looking to sell online, yet brands must recognize the opportunity is not without multiple challenges. In China, the online channel is widely considered...

    • Downloads: 365
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Apparel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers

    In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether online...

    • Downloads: 214
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Mobile Commerce Forecast, 2012 To 2017 (US)

    ForecastView Spreadsheet

    Includes mobile buyers as well as revenue segmented by retail sales, travel, and daily deals, with average spend per mobile buyer. Includes data from 2010 plus a five-year forecast.

    • Downloads: 17
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Holiday Retail Forecast, 2013

    US Online Holiday Sales To Top $78 Billion

    Forrester estimates that US holiday season online sales will grow 15% from 2012 to 2013. Despite a dip in consumer confidence in October and a truncated holiday season, Forrester expects consumers to...

    • Downloads: 281
  • For eBusiness & Channel Strategy Professionals

    Report:Analyze This: Web Style Analytics Enters The Retail Store

    Privacy Remains A Significant Barrier For Adoption

    eBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark...

    • Downloads: 393
  • 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: 604
  • For eBusiness & Channel Strategy Professionals

    Report:Establishing A Global Direct Online Sales Footprint

    An Analysis Of B2C Manufacturers' International Expansion

    Global brands are increasingly looking to sell direct on their own websites — and not just in their home markets. After examining the global direct-to-consumer sales presence of manufacturers...

    • Downloads: 712
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Omnichannel Order Management, Q3 2014

    IBM And Manhattan Associates Stand Out In An Increasingly Competitive Landscape Of Solutions

    In Forrester's 77-criteria evaluation of omnichannel order management vendors, we identified the nine most significant software providers in the category — eBay Enterprise, hybris (an SAP...

    • Downloads: 264
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Online retail spending forecast (Western Europe): Online retail spending by 22 retail categories for each of the 17 Western European countries. Includes online retail sales as a percent of total...

    • Downloads: 9
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Christmas Retail Outlook, 2011

    This Christmas Season eBusiness Executives Will Turn To A Wider Range Of Touchpoints Than Ever To Engage Bargain-Hungry, Web-Savvy Shoppers

    Christmas 2011 will see European shoppers more connected, informed, and web-savvy than ever as they head both online and to the high street to find the perfect gift. With overall retail growth...

    • Downloads: 205
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Mass Merchants

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

    In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

    • Downloads: 539
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Retail Forecast, 2011 To 2016

    eCommerce Tops $200 Billion In 2011

    eCommerce sales continue to grow rapidly, having topped $200 billion in 2011. Forrester expects that online sales will grow from 7% of overall retail sales to close to 9% by 2016. Key drivers of this...

    • Downloads: 2250
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

    Benchmarks: The Retail eCommerce Playbook

    This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a Shop.org research survey conducted by Forrester Research. Specific topics covered in this...

    • Downloads: 2118
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2014: US Retail eBusiness

    As eCommerce approaches $300 billion in sales in the US, it has a more pronounced effect on virtually every shopping category and on the ecosystem of devices and delivery formats that supports it....

    • Downloads: 581
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    US online retail sales continue to thrive: They accounted for almost 9% of the $3.2 trillion total retail market in 2013 and will continue to grow at a compound annual growth rate (CAGR) of nearly...

    • Downloads: 8
  • For eBusiness & Channel Strategy Professionals

    Report:Three Things Frightening Retailers Now

    An Analysis Of Web-Related Risk Factors Disclosed In SEC Filings

    eCommerce and technology have become a larger part of retail companies overall, but the benefits of web sales also come with significant risks. We looked at the risk factors cited in the U.S....

    • Downloads: 158