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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114 results in Reports

  • Retail
  • Past 12 months
  • 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: 186
  • 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: 172
  • 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: 786
  • For Customer Experience Professionals

    Report:Best And Worst Of Chinese-Language Websites, 2013

    Forrester has been evaluating website user experiences since 1999, and we've completed more than 1,500 site reviews so far. This year, for the first time, we turned our attention to Chinese-language...

    • Downloads: 100
  • For eBusiness & Channel Strategy Professionals

    Report:US eCommerce Forecast: 2013 To 2018

    Forrester expects online retail sales in the US to reach $294 billion in 2014, or approximately 9% of all sales in the US. We're forecasting a strong compound annual growth rate (CAGR) of 9.5%...

    • Downloads: 482
  • 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: 353
  • 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: 252
  • For eBusiness & Channel Strategy Professionals

    Report:US Mobile Phone And Tablet Commerce Forecast, 2013 To 2018

    Mobile Phone And Tablet Commerce Will Hit $114 Billion In 2014

    Forrester estimates that 29% of all online retail sales in the US will be transacted on smartphones and tablets by the end of 2014. Media goods (e.g., video, music, books), clothing, and consumer...

    • Downloads: 481
  • 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: 283
  • 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: 1744
  • 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: 720
  • For Infrastructure & Operations Professionals

    Report:Case Study: Jason's Deli Delivers Delicious Customer Service And Experience

    Visibility And Interconnectivity Yield A Responsive Service Ecosystem And Curious Workforce

    It's difficult to make a good sandwich if you don't understand your customer's order or you can't find the ingredients you need. Similarly, it's difficult to deliver a service smoothly if you don't...

    • Downloads: 54
  • 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: 316
  • For eBusiness & Channel Strategy Professionals

    Report:The Global eCommerce Opportunity

    Landscape: The eCommerce Globalization Playbook

    Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

    • Downloads: 1644
  • For eBusiness & Channel Strategy Professionals

    Report:US Cross-Channel Retail Sales Forecast: 2014 To 2018

    Web-Influenced Offline Sales Total More Than $1 Trillion In 2014

    We forecast that US cross-channel retail sales, which we define as transactions that touch a digital medium but are not completed on the Internet, will reach $1.4 trillion in 2014 and grow to $1.8...

    • Downloads: 220
  • 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: 280
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 158
  • 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: 234
  • 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: 6
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 124
  • 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: 201
  • 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: 682
  • For eBusiness & Channel Strategy Professionals

    Report:Take Your eCommerce Business Global

    Executive Overview: The eCommerce Globalization Playbook

    eCommerce revenues continue to climb around the globe: The US, Western Europe, and China alone will generate over $800 billion in online sales this year. Online shoppers do not have the same...

    • Downloads: 213
  • For CIO Professionals

    Report:Year-End 2013 IT Budget Benchmarks

    How Forrester's Forrsights Data Can Help CIOs Prepare For 2014

    CIOs often request IT budget benchmarks. In this report, we have provided these benchmarks using data from our Forrsight's IT Budgets And Priorities Survey, Q4 2013. However, it's easy to misuse IT...

    • Downloads: 1168
  • 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