Kate Leggett

VP, Principal Analyst Serving Application Development & Delivery Professionals

Read Kate's blog posts

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.

Print Bio

Kate Leggett

VP, Principal Analyst Serving Application Development & Delivery Professionals

Read Kate's blog posts

Previous Work Experience

Education

Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.

Research Coverage

Kate Leggett's Research

Most RecentMost Popular

For Application Development & Delivery Professionals

REPORT: Transform Customer Processes And Systems To Improve Experiences

Executive Overview: The CRM Playbook

April 15, 2019Kate Leggett

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and delivery (AD&D) professionals should follow to transform customer-facing business processes to deliver differentiated customer experiences (CXes): 1) discover the value of CRM; 2) plan the right strategy; 3) act to execute the strategy with precision; and 4) optimize your results. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Transform The Contact Center For Customer Service Excellence

Executive Overview: The Contact Centers For Customer Service Playbook

March 19, 2019Kate Leggett

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously. Enterprises must transform operations with automation, AI, and knowledge — and transform their workforce to work side by side with AI. Forrester's contact centers for customer service playbook provides steps for application development and delivery (AD&D) pros to innovate and manage customer service operations. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Win Funding For Your Customer Service Project

Business Case: The Contact Centers For Customer Service Playbook

February 26, 2019 Ian Jacobs, Kate Leggett

In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so requires a sound business case. This report, part of Forrester's contact centers for customer service playbook, addresses the four questions that every business case must answer: What are the business benefits? What are the costs? What future flexibility does the initiative create or decrease? And what are the risks and uncertainties? This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data and examples.
For Application Development & Delivery Professionals

REPORT: How To Build A Modern Agent Desktop And Transform Customer Service Experiences

The Five Critical Elements For The Agent Desktop Of The Future

January 28, 2019Kate Leggett

Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in managing customer service operations. Yet, as the nature of customer service work changes, agents must solve more complex issues. This report highlights the five key functions that the modern agent desktop will contain to enable customer service leaders and agents to deliver exceptional service.
For Application Development & Delivery Professionals

REPORT: The Five CRM Trends In 2019 That Will Shape Engagement, Relationships, And Revenue

Vision: The CRM Playbook

January 22, 2019Kate Leggett

In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but firms have only started to tap into the true power of these solutions. This report summarizes the top five trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2019.

For Application Development & Delivery Professionals

REPORT: Transform The Contact Center For Customer Service Excellence

Executive Overview: The Contact Centers For Customer Service Playbook

March 19, 2019Kate Leggett

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously. Enterprises must transform operations with automation, AI, and knowledge — and transform their workforce to work side by side with AI. Forrester's contact centers for customer service playbook provides steps for application development and delivery (AD&D) pros to innovate and manage customer service operations. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Trends 2016: The Future Of Customer Service

January 5, 2016Kate Leggett

In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Transform Customer Processes And Systems To Improve Experiences

Executive Overview: The CRM Playbook

April 15, 2019Kate Leggett

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and delivery (AD&D) professionals should follow to transform customer-facing business processes to deliver differentiated customer experiences (CXes): 1) discover the value of CRM; 2) plan the right strategy; 3) act to execute the strategy with precision; and 4) optimize your results. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Choose The Right CRM Solutions For Your Organization

Tools And Technology: The CRM Playbook

September 21, 2018 Tom Kaneshige, Kate Leggett

The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide industry-specific capabilities. Vendor consolidation further complicates the marketplace. This report describes best practices that application development and delivery (AD&D) professionals should follow to select the best-fit solution and provides an overview of top solution offerings to support your CRM strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Assess CRM Capabilities To Pinpoint Opportunities

Use Forrester's Best Practices Framework For CRM Success

September 12, 2017Kate Leggett

This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and mobility are challenging how organizations manage their customer interactions. Use Forrester's framework for CRM to understand how your organization compares to more than 150 best practices and identify where you can achieve quick wins. Apply the framework and the self-assessment tool to improve your CRM initiative or to start new projects. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.