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: FAQ: How To Measure Chat Quality Management

Identify Your Goals And Measure What Matters

June 11, 2019 Ian Jacobs, Kate Leggett

What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this brief, we answer the most common questions from Forrester clients and customer service leaders about chat QM and provide some key best practices.
For Application Development & Delivery Professionals

REPORT: Map The Way To Your CRM Business Outcomes

Road Map: The CRM Playbook

May 17, 2019Kate Leggett

When application development and delivery (AD&D) professionals create a CRM road map, they need to evaluate alternative CRM tactics, leverage synergies between initiatives, slot each new initiative into a schedule, and dedicate resources to the highest-value opportunities. This report describes how to build a road map that will allow you to realize economic value from your CRM implementation more quickly and with less risk. 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: How To Modernize Digital Customer Self-Service

Three Steps To Improving And Scaling Experiences For The Future

May 3, 2019Kate Leggett

Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also change the nature of customer service work. Good self-service addresses routine requests and questions and allows agents to focus on exceptions and escalations. This report highlights the importance of getting digital self-service capabilities right and helps customer service leaders understand the technology ecosystem necessary to power great self-service.
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: 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: 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: 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: Choose The Right CRM Solutions For Your Organization

Tools And Technology: The CRM Playbook

September 21, 2018Tom 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.