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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93 results in Reports

  • Retail
  • Past 12 months
  • For eBusiness & Channel Strategy Professionals

    Report:China Online Retail Forecast, 2013 To 2018

    China Online Sales To Pass $300 Billion By 2014

    China is forecast to be the largest eCommerce market in the world and is leaving eBusiness professionals feeling dizzy. A few unique factors drive the massive growth in this market: Both the B2C and...

    • Downloads: 209
  • For CIO Professionals

    Report:The Canadian Tech Market 2013 To 2014

    Sluggish Canadian Tech Market Will Accelerate In 2014

    Canada's CIOs and tech buyers continue to be more conservative in their tech buying than those in the US, with business and government purchases of tech goods and services growing by 2.2% in 2013,...

    • Downloads: 214
  • For Infrastructure & Operations Professionals

    Report:Setting The IT Service Desk On Fire

    Learn How To Dramatically Increase Customer Experience From Others

    For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can...

    • Downloads: 208
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The Emergence Of Beacons In Retail

    Early Implementations Lack Depth, But Future Integrations Have The Potential To Transform The In-Store Customer Experience

    It is impossible to read retail news today without hearing about another implementation of beacons, a technology based on Bluetooth low energy (BLE) that allows smartphones to interact with sensors...

    • Downloads: 376
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:International Shipping Solutions For US Online Retailers

    Using Cross-Border Shipping To Reach Global Customers

    The US may boast the largest eCommerce market today, but eCommerce growth rates are far higher in other countries across Europe, Asia Pacific, Latin America, and other regions of the globe than in...

    • Downloads: 242
  • For CIO Professionals

    Report:Quick Take: Impressions From Mobile World Congress 2014

    This year's Mobile World Congress (MWC) in Barcelona brought together 80,000 attendees. The event is both the world's largest exhibition for the mobile industry and a conference featuring top...

    • Downloads: 262
    • Rating:
  • 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: 337
  • For CIO Professionals

    Report:China Tech Market Outlook: 2014

    Tougher Conditions Await Global Brands As Local Vendors Grab A Larger Share Of The World's Third-Largest Market

    IT purchases in China will reach $113 billion in 2013, making it the third-largest tech market in the world after the US and Japan. China is still largely a hardware-driven market, but spending on...

    • Downloads: 213
  • 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: 865
  • For Marketing Leadership Professionals

    Report:Customer Life-Cycle Industry Overview: Clothing, Footwear, And Accessories

    A Consumer Technographics® Report

    Window shopping can be trendy, but "screen shopping" might be next season's newest fashion. With the proliferation of online garment retailers, fashion labels' aggressive digital campaigns, and...

    • Downloads: 41
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 925
    • Comments: 1
    • Rating:
  • For CMO Professionals

    Report:It's Time To Put Shoppers Back Into Shopper Marketing

    Shopper Marketing Needs Close Ties To Brand Marketing To Attract Empowered Consumers

    CMOs have given renewed attention to shopper marketing efforts lately, as these marketers sit closest to the consumer while she is in buying mode. However, shopper marketing teams are more typically...

    • Downloads: 314
    • Rating:
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2012, China

    Asia Pacific Consumer Technographics®

    This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, metropolitan Chinese consumers are enthusiastic mobile owners and social...

    • Downloads: 64
  • 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: 432
    • Rating:
  • For Customer Experience Professionals

    Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Why Customer Experience Matters More To Loyalty Than Price

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

    • Downloads: 588
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of Global eCommerce Markets

    Vision: The eCommerce Globalization Playbook

    Global eCommerce is evolving — rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

    • Downloads: 1633
    • Rating:
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 115
  • For Application Development & Delivery Professionals

    Report:Information Fabric 3.0

    Forrester's Reference Architecture For Enterprise Data Virtualization

    Enterprises face growing challenges in bridging disparate sources of data to fuel analytics, predictive analytics, real-time insights, and applications. The data explosion is also exacerbating...

    • Downloads: 849
    • Comments: 2
    • 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: 139
  • For Enterprise Architecture Professionals

    Report:Forrester's Business Capability Map Development: Process Guide

    How To Develop A Business Capability Map

    This PPT shows you how to develop a business capability map. Please see "Forrester's Business Capability Map Development: Tool" to access the tool.

    • Downloads: 80
    • Comments: 3
    • Rating:
  • 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: 2
  • For CIO Professionals

    Report:A Mixed Bag For The Latin American Tech Market In 2014 And 2015

    Brazil Rejoins The Strong Markets Of Chile, Colombia, And Mexico After A Weak 2013 But Will Slow In 2015 As Others Expand

    The Latin American tech market is rising in importance, and more and more Latin American businesses are becoming globally competitive, adapting as they do so the technologies and technology...

    • Downloads: 100
  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Shop On Mobile Devices

    Consumers Use Mobile Phones Primarily For In-Store Product Research

    Sales remain small on mobile devices, and online retailers are taking a cautious approach to investment in mobile services — for now. In this report, we discuss the size of the US mobile retail...

    • Downloads: 753
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2013

    ForecastView Spreadsheet

    Forrester's ForecastView group undertook a 2013 study to assess eCommerce readiness among 55 global markets. While there is no universal tool in selecting expansion opportunities, the Forrester...

    • Downloads: 5
  • For eBusiness & Channel Strategy Professionals

    Report:Powering The Agile Store

    Bringing The Best Of Digital Into The Physical Environment To Empower Customers And Associates Alike

    Digital technology is poised to transform the retail experience. As many retailers struggle to maintain costly store estates, eBusiness executives have an opportunity to play a leading role in...

    • Downloads: 525
    • Rating: