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: Embrace Continuous Improvement To Power Customer Service Operations

Continuous Improvement: The Contact Centers For Customer Service Playbook

August 3, 2018Kate Leggett, Art Schoeller

Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer service delivery by solidifying existing foundations, choosing a pragmatic approach to benchmarking current operations, and investing in initiatives that have real impact. This report provides a framework for how to embrace continuous improvement for customer service. 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: The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q3 2018

Twenty Technologies Underpin Customer Service

July 24, 2018Kate Leggett, Ian Jacobs, Art Schoeller

Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that support customer service. Application development and delivery (AD&D) professionals should read this report to shape their firms' investment approach to these technologies.
For Application Development & Delivery Professionals

REPORT: The Forrester Tech Tide™: Sales And Customer Service Technologies, Q3 2018

Eighteen Technologies Underpin Customer Engagement

July 19, 2018Kate Leggett, John Bruno

Delivering differentiated customer experiences is critical to firms' ability to win, serve, and retain customers. To accelerate their performance in sales and customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support sales and customer service. Application development and delivery (AD&D) professionals should read this report to shape their firms' investment approach to these technologies.
For Application Development & Delivery Professionals

REPORT: Buy Then Build: The New World Of SaaS Development

Understanding The Three Models Of Software Delivery With SaaS As A Foundation

July 18, 2018 John R. Rymer, Kate Leggett, Liz Herbert

Software-as-a-service (SaaS) and low-code platforms are transforming how companies think about build-versus-buy software-sourcing decisions. Application development and delivery (AD&D) pros now have powerful, quick tools for extending SaaS solutions — and for building wholly new modules based on these platforms. The upside: fast delivery of new capabilities. The downside: compromised app upgrades, slower app changes, and rising costs. Read this report to understand how to implement a buy-then-build strategy for SaaS and avoid its pitfalls.
For Application Development & Delivery Professionals

REPORT: Choose The Right Customer Service Solution For Your Business

Tools And Technology: The Contact Centers For Customer Service Playbook

July 3, 2018 Ian Jacobs, Kate Leggett

Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals should move away from a build-first mentality and should instead consider whether those customer service technologies already exist within the enterprise. This report provides an overview of options to consider when sourcing these technologies. 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 The Contact Center For Customer Service Excellence

Executive Overview: The Contact Centers For Customer Service Playbook

February 23, 2018Kate Leggett

Customer service is at a tipping point. Customers contact enterprises more often and in more channels; they shift between channels seamlessly and even use multiple channels simultaneously. Enterprises react by adding headcount, but that's not sustainable. They must transform operations by developing strength in automation, artificial intelligence (AI), and knowledge. Forrester's contact centers for customer service playbook provides steps for application development and delivery (AD&D) professionals to innovate and manage customer service operations. This is an update to 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

February 16, 2018Kate 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: 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 report is an update to 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

Assessment: The CRM Playbook

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.
For Application Development & Delivery Professionals

REPORT: Choose The Right CRM Solutions For Your Organization

Tools And Technology: The CRM Playbook

September 15, 2017 John Bruno, 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 for selecting the best-fit solutions 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.