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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116 results in Reports

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

    Report:Website Functionality Benchmark 2013: US Online Apparel Retailers

    The US online apparel retail market is highly competitive. To see whether top US online apparel retailers offer a best-in-class online retail experience, Forrester analyzed Abercrombie & Fitch,...

    • Downloads: 392
  • For Application Development & Delivery Professionals

    Report:Canvass Support For Your New Retail Architecture

    Forrester's Retail Reference Architecture Enables Successful Response To Digital Disruption

    Application development and delivery (AD&D) professionals have to engineer differentiating connected consumer experiences from a web of overlapping systems of engagement such as eCommerce, supply...

    • Downloads: 72
  • 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: 250
  • 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: 5
  • For eBusiness & Channel Strategy Professionals

    Report:European Retail Segmentation: Emerging Patterns Of Multitouchpoint Shopping

    Using Forrester's Online Retail Segmentation Data To Understand Multitouchpoint Shopping Behavior Across Europe

    European shoppers are embracing an ever increasing range of new devices and touchpoints across the path to purchase. eBusiness professionals must be prepared for the rise of multitouchpoint shopping....

    • Downloads: 247
  • For Marketing Leadership Professionals

    Report:The Best And Worst Of Email Marketing, 2014

    Benchmarks: The Email Marketing Playbook

    This report helps marketing leaders benchmark their email marketing campaigns against 98 of their peers that Forrester reviewed from the consumer goods, retail, travel, financial services,...

    • Downloads: 327
  • For eBusiness & Channel Strategy Professionals

    Report:US Cross-Channel Retail Forecast, 2012 To 2017

    Like last year, our cross-channel retail forecast reveals that as consumers use smartphones more frequently and become more accustomed to shopping online, they're more likely to use the Web to...

    • Downloads: 802
  • For eBusiness & Channel Strategy Professionals

    Report:The New Paradigm Of Retail

    Vision: The Retail eCommerce Playbook

    Omnichannel and agile commerce promise to change the offers that retailers provide and the ways in which consumers buy; as a result, the look and feel of retail is certain to change in lockstep. All...

    • Downloads: 3355
  • For Customer Experience Professionals

    Report:The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 French...

    • Downloads: 189
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Needs To Think Green

    The "Green Consumer" Opportunity And How Retailers Can Seize It

    Retailers have been dancing around green initiatives for years, but consumer demand has finally put green retail on the main stage. In addition to their obvious positive (or, at least, less damaging)...

    • Downloads: 168
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Forecast: 2013 To 2018

    European Online Retail Sales Continue Their Double-Digit Growth

    Forrester forecasts that online retail sales in Europe will grow by a compound annual growth rate (CAGR) of 12% over the next five years to reach €233.9 billion by 2018. Online retail sales...

    • Downloads: 277
  • For Customer Experience Professionals

    Report:Case Study: Bertucci's Innovates The Fast-Casual Restaurant Experience

    New Dining Concept Draws Gen Y And Millennial Diners

    In 2011, the executives at Bertucci's, a 30-year-old restaurant chain in the US Mid-Atlantic and New England regions, faced a big problem: The restaurant had become nearly invisible to younger...

    • Downloads: 172
  • For Marketing Leadership Professionals

    Report:Customer Life-Cycle Industry Overview: Over-The-Counter Health Products

    A Consumer Technographics® Report

    When it comes to buying health-related products, consumers take extra care to learn about the item. Although over-the-counter health products aren't generally high investments on the basis of price,...

    • Downloads: 51
  • 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: 168
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: 2013 eCommerce Global Study

    A Quantitative Assessment Of The Global eCommerce Landscape

    When firms are evaluating global expansion, they need to consider more than just the countries' macroeconomic conditions or consumer market size. Consumer payment behavior, in-ground courier...

    • Downloads: 678
  • For Infrastructure & Operations Professionals

    Report:Predictions 2014: Mobility And Computing Technologies In The Age Of The Customer

    Six Meta-Trends That Will Influence How You Ensure That Employees Have Access To The Right Technology In 2014 And Beyond

    In 2013, infrastructure and operations (I&O) professionals saw increased mobility and diversity in the technology that employees could use for their jobs get thrust into the forefront. In 2014, I&O...

    • Downloads: 708
  • 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: 182
  • 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: 215
  • For Infrastructure & Operations Professionals

    Report:A Tsunami Of Empowerment Will Hit Your Network With The Internet Of Things

    Empower The Lines Of Business With Virtual Network Infrastructure

    The empowered era — cloud, virtualization, and bring-your-own-device (BYOD)—pummeled the network and networking teams. This deluge isn't letting up, as the Internet of Things (IoT)...

    • Downloads: 397
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These metrics should...

    • Downloads: 770
  • For eBusiness & Channel Strategy Professionals

    Report:European Cross-Channel Retail Sales Forecast, 2013 To 2018

    Tracking The Growing Influence Of The Web On European Retail Brick-And-Mortar Sales

    By 2018, Forrester forecasts that 44% of all retail sales in Europe will be offline sales that are influenced by the Web. The growth of these cross-channel retail sales emphasizes the importance of a...

    • Downloads: 224
  • 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: 578
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Mobile And Tablet Commerce Forecast, 2013 To 2018 (US)

    ForecastView Spreadsheet

    2013 was a clear turning point for mobile commerce (mCommerce) in the US. Retailers are currently undergoing a business model transition similar to the one that occurred almost a decade ago with the...

    • Downloads: 10
  • For CIO Professionals

    Report:US Tech Market Outlook For 2014 And 2015 — Solid, Steady Growth

    Customer-Facing Technologies Will See The Fastest Growth

    Our updated US tech market forecast indicates that US CIOs can plan for 6% to 7% increases in their tech budgets in 2014 and 2015, after several years in which they have had to be cautious in their...

    • Downloads: 427
  • For eBusiness & Channel Strategy Professionals

    Report:Why Shoppers Buy At General Merchants

    North American Consumer Technographics®: Uncovering The Drivers Of Repeat Online And Offline Purchase

    Consumers today have a myriad of choices when deciding where to shop. The age of the customer is in full swing, and to best serve existing and potential customers, companies need to be...

    • Downloads: 32