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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119 results in Reports

  • Past 6 months
  • eBusiness & Channel Strategy
  • 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: 348
  • For eBusiness & Channel Strategy Professionals

    Report:Disrupting Finance: Digital Money Managers

    Startups Offer Users A Simple Way To Manage Money

    Digital money managers offer budgeting and cash management tools to the many people worldwide who need to manage their money but don't have the time, know-how, or inclination to actually do it....

    • Downloads: 182
  • For eBusiness & Channel Strategy Professionals

    Report:Kick-Start Your Digital Business Transformation

    Executive Overview: The Digital Business Transformation Playbook

    In the age of the customer, business is digital. Digital technologies are empowering customers like never before, transforming how they discover, explore, buy, and engage with brands and products....

    • Downloads: 309
  • 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:Trends 2014: North American Digital Banking

    Digital Disruption Will Push Banks To Innovate In Money Management, Sales, And Cross-Channel Interactions

    Five major forces will affect North American digital banking this year: a heavy regulatory burden; unrelenting changes in technology; consumers' rising digital expectations; digital disruption in...

    • Downloads: 661
  • 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:Choose The Right Mobile Banking Solution

    Tools And Technologies: The Mobile Banking Strategy Playbook

    Rising mobile banking adoption, coupled with increasing customer expectations, means banks are under pressure to develop advanced mobile banking capabilities. Urgent business needs often make banks...

    • Downloads: 1440
  • For eBusiness & Channel Strategy Professionals

    Report:The Unfulfilled Promise Of Health-Plan-Owned Digital Health And Wellness Platforms

    Plans Continue To Struggle With Consumer Data Aggregation To Enhance Member Experiences

    The rising cost of care, regulatory limits on administrative spend, the emergence of private exchanges, and defined contribution models have sent health plans scrambling to revisit their digital...

    • Downloads: 75
  • For eBusiness & Channel Strategy Professionals

    Report:Understand The Digital Business Landscape

    Landscape: The Digital Business Transformation Playbook

    To survive and thrive in the age of the customer, businesses must become digital. As an eBusiness professional, you face the growing reality that your customers, your touchpoints, your competitors,...

    • Downloads: 569
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Why Your Customers Still Use Paper Statements

    Answer: Because You Haven't Turned Them Off

    Electronic statements (eStatements) aren't a new concept to US consumers or billers; however, some industries such as utilities, life insurance, investments, and government lag behind. Despite years...

    • Downloads: 88
  • 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:Disrupting Finance: Crowdfunding

    Crowdfunding Provides A Viable Alternative Source Of Funding

    Crowdfunding, which is collaborative funding, typically via the Internet, has grown exponentially over the past few years. There are currently hundreds of crowdfunding sites, including Indiegogo,...

    • Downloads: 182
  • For eBusiness & Channel Strategy Professionals

    Report:Disrupting Finance: Social Investing

    Social investing platforms like Covestor, eToro, and wikifolio threaten to disrupt personal investing by bringing the wisdom of the crowd and the stock-picking of talented individuals to mainstream...

    • Downloads: 183
  • For eBusiness & Channel Strategy Professionals

    Report:Choose B2B eCommerce Features That Matter

    Where B2B Companies Are Spending Money In 2014

    Forrester partnered with Internet Retailer magazine to survey 155 B2B eCommerce professionals and produce first-of-its-kind sell-side B2B eCommerce benchmarks. The survey developed detailed insights...

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

    Report:Life360 Wins In Family Mobile Moments

    Use The IDEA Framework To Evolve Mobile Services From Apps To Platforms

    Mobile can transform product and service experiences. With the adoption of smartphones, customers expect immediate access to relevant information or services when they reach for their phones in what...

    • Downloads: 81
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Indiabulls Real Estate Uses A Tablet App To Drive Sales Growth

    Use The IDEA Framework To Enhance Customer Engagement

    Indiabulls Real Estate Limited (IBREL), an India-based real estate developer, faced two key business challenges: engaging with prospective buyers to improve sales and reducing the cost of lead...

    • Downloads: 61
  • For eBusiness & Channel Strategy Professionals

    Report:Define Your Digital Transformation Partner Strategy

    Establish A Lean Governance Model To Drive Value From Digital Partners

    Few organizations are fully equipped to deliver every aspect of their digital strategy. eBusiness professionals need help, yet they face a complex and constantly changing landscape: As consumers...

    • Downloads: 170
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2014: North American Digital Insurance

    The Age Of The Customer Mandates Five Actions In 2014

    Not that long ago, insurers dictated the engagement model for customers. Those days are gone. Now, customers are changing the rules: They are shifting from being passive sideliners and are willing...

    • Downloads: 596
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 130
  • 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:The Evolution Of eCommerce In Brazil

    Five Ways In Which Online Retail Will Shift In The Next Five Years

    Brazil remains the dominant market in Latin America by a wide margin. A number of leading brick-and-mortar retailers in the country embraced eCommerce early on, and today both traditional retailers...

    • Downloads: 103
  • For eBusiness & Channel Strategy Professionals

    Report:Optimize Performance For Global eCommerce

    Performance Management: The eCommerce Globalization Playbook

    Global is all the rage: eBusiness teams are feverishly building new international initiatives in the search for lucrative foreign customers and their wallets. Unfortunately, the Internet was not...

    • Downloads: 737
  • For eBusiness & Channel Strategy Professionals

    Report:Disrupting Finance: Social Insurance

    Social Insurance Platforms Will Struggle To Drive Adoption

    Social insurance enables people in need of insurance to connect and pool their money and risks. It is facilitated by startups like Friendsurance, jFloat, and Peercover that, with the help of digital...

    • Downloads: 195