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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at 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.

Research Coverage:

CRM Applications, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, IT Consulting, Packaged Applications, Social Computing, Web 2.0

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21 results in Reports

  • Past 18 months
  • Marketing Organization & Culture
  • Marketing Leadership

  • For Marketing Leadership Professionals

    Report:How Interactive Marketers Must Shape The New Agency Management

    The Digitization Of All Agencies: Marketers And Agencies Must Adapt To Manage Marketing Complexity

    Michael GreeneJanuary 23, 2012

    As agencies break free of traditional and digital marketing silos, interactive marketers can't afford to rely on conventional "bucketed" agency models without stunting the effectiveness of their...

    • Downloads: 334
    • Rating:

  • For Marketing Leadership Professionals

    Report:Deliver Transparent Returns On Your Marketing Dollar

    Business Case: The Marketing Mix Optimization Playbook

    Luca S. PaderniDecember 28, 2012

    Marketing mix modeling is a powerful tool that provides a holistic understanding of marketing performance across channels. With marketing mix modeling, marketers can positively affect business...

    • Downloads: 258

  • For Marketing Leadership Professionals

    Report:Coordinate Your Social Marketing Stakeholders And Resources

    Stakeholder Map: The Social Marketing Playbook

    Nate ElliottJune 19, 2012

    Most large companies are now working on coordinating their social applications. At this stage, sharing the right resources is the biggest challenge. Interactive marketers must play the role of...

    • Downloads: 1081
    • Rating:

  • For Marketing Leadership Professionals

    Report:Score Your Mobile Marketing Maturity

    Assessment: The Mobile Marketing Playbook

    Jennifer WiseNovember 6, 2012

    This report for interactive marketers explains how to assess your mobile marketing capabilities. We find that although mobile budgets are beginning to increase, the majority of interactive marketers...

    • Downloads: 306
    • Rating:

  • For Marketing Leadership Professionals

    Report:Accelerate Your Social Maturity

    Assessment: The Social Marketing Playbook

    Christine Spivey OverbyJune 29, 2012

    Customers and employees are becoming increasingly empowered by social technologies, dramatically changing the way they communicate and collaborate. To succeed in this new world, companies must make...

    • Downloads: 1947

  • For Marketing Leadership Professionals

    Report:Building A Better Digital Media Strategy

    Strategic Plan: The Digital Media Buying Playbook

    Joanna O'Connell, Michael GreeneOctober 17, 2012

    Moving to greater digital media buying maturity requires a plan that improves your practice across all four foundational pillars of maturity over the long term: organization, planning and execution,...

    • Downloads: 473
    • Rating:

  • For Marketing Leadership Professionals

    Report:How To Defuse Digital Marketing Privacy Concerns

    Stay Ahead Of Privacy Legislation By Creating A Value-For-Data Exchange

    Joanna O'ConnellMay 8, 2012

    Recent advances in audience targeting point to a digital marketing future that leverages consumer data to create personalized messaging and drive higher conversions. However, this potential is...

    • Downloads: 371

  • For Marketing Leadership Professionals

    Report:Organize For The Always Addressable Customer

    Vision: The Interactive Marketing Agency And Organization Playbook

    Jim NailNovember 14, 2012

    This report in the interactive marketing agency and organization playbook lays out Forrester's vision for how you should organize internally and in relation to your agency partners: Move from a...

    • Downloads: 267

  • For Marketing Leadership Professionals

    Report:Best Practices For Display Marketing

    Processes: The Digital Media Buying Playbook

    Joanna O'ConnellOctober 25, 2012

    As more and more interactive marketers buy digital media programmatically, the technologies and processes they use are rapidly maturing. Whether you're a digital media buying skeptic working to build...

    • Downloads: 365
    • Rating:

  • For Marketing Leadership Professionals

    Report:The Key To Interactive Marketing In China

    Overcome Your Digital Challenges By Finding, Training, And Keeping Talented Staff

    Nate ElliottJuly 10, 2012

    China's 1.4 billion residents have more disposable income than they used to, and digital channels offer undoubtedly the best way to reach affluent Chinese consumers. But interactive marketing in...

    • Downloads: 156
    • Rating:

  • For Marketing Leadership Professionals

    Report:Make The Switch To The Customer Life Cycle

    Strategic Plan: The Customer Life-Cycle Marketing Playbook

    Cory MunchbachMay 6, 2013

    The customer life cycle provides a better explanation of modern marketing than does the traditional marketing funnel, but most marketers have not yet moved their organizations to the customer life...

    • Downloads: 1027

  • For Marketing Leadership Professionals

    Report:Train Your Team For Social Marketing Success

    Continuous Improvement: The Social Marketing Playbook

    Melissa ParrishJune 26, 2012

    Interactive marketers' success in social media has attracted other departments' attention. But well-meaning nonmarketers sometimes commit risky blunders as they join the fray. To ensure that social...

    • Downloads: 870

  • For Marketing Leadership Professionals

    Report:The New Search Marketing Review

    Introducing Forrester's Search Marketing Review Methodology 2.0

    Shar VanBoskirkSeptember 24, 2012

    Paid search marketing and search engine optimization (SEO) are still mainstays in the interactive marketer's toolkit. And many legacy best practices still apply to paid search and SEO. However,...

    • Downloads: 397
    • Rating:

  • For Marketing Leadership Professionals

    Report:Measurement Is A Digital Media Buyer's Best Friend

    Performance Management: The Digital Media Buying Playbook

    Joanna O'ConnellDecember 5, 2012

    Every digital marketer knows that measurement is important, but levels of sophistication run the gamut from basic click-based measurement of one or two channels to seamless cross-channel measurement...

    • Downloads: 320
    • Rating:

  • For Marketing Leadership Professionals

    Report:Interactive Marketing's Isolation Must End

    Landscape: The Interactive Marketing Agency And Organization Playbook

    Jim NailFebruary 7, 2013

    This report of the interactive marketing agency and organization playbook examines the landscape of organizational structures and agency relationships. Three common organizational models have...

    • Downloads: 192
    • Rating:

  • For Marketing Leadership Professionals

    Report:Build An Empowered Media Buying Team

    Organization: The Digital Media Buying Playbook

    Joanna O'Connell, Michael GreeneOctober 18, 2012

    Long-term, digital media buying success requires a commitment to the right partnerships, staffing, and organizational structure. The organization report in the digital media buying playbook will help...

    • Downloads: 236

  • For Marketing Leadership Professionals

    Report:Privacy Laws Force Rich Dialogue With Customers

    Move From On/Off Compliance Approaches To Custom Privacy Management

    Anthony MullenJanuary 13, 2012

    Governments are placing pressure on interactive marketers, in most cases by mandating clear rules around how customer data is obtained, used, and stored for marketing. While interactive marketers...

    • Downloads: 333

  • For Marketing Leadership Professionals

    Report:Mix Art And Science For Marketing Success

    Vision: The Marketing Mix Optimization Playbook

    Nate ElliottJanuary 14, 2013

    Marketers have access to more marketing channels than ever before — but most of them are struggling to cope with this increasing complexity. For CMOs and senior marketers, all of these new...

    • Downloads: 428
    • Rating:

  • For Marketing Leadership Professionals

    Report:The New Year Of Social Marketing

    2012 Investment In Social Media And Communities Remains Strong

    Kim CelestreMarch 15, 2012

    Tech marketers may not be forthcoming about their organizations' New Year's resolutions, but Forrester's Q4 2011 B2B Marketing Organizations And Investments (MOI) Survey provides strong indicators...

    • Downloads: 485
    • Rating:

  • For Marketing Leadership Professionals

    Report:The Digital Media Buying Maturity Framework

    Assessment: The Digital Media Buying Playbook

    Joanna O'ConnellOctober 17, 2012

    Marketers fall into four categories of digital media buying maturity, based on their strength across their organization, planning and execution, measurement, and technology. This report of the...

    • Downloads: 300
    • Rating:

  • For Marketing Leadership Professionals

    Report:Social Marketing Spending In 2011

    Benchmarks: The Social Marketing Playbook

    Nate ElliottJune 26, 2012

    Despite the tremendous hype and even some pockets of success, our most recent social media benchmarking survey shows that social marketing is still at an early stage. In fact, most interactive...

    • Downloads: 2030
    • Rating:
 
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