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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Kate Leggett

VP, Principal Analyst Serving Application Development & Delivery Professionals

Read 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

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For Application Development & Delivery Professionals

REPORT: The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

The 13 Providers That Matter Most And How They Stack Up

April 13, 2020Kate Leggett

In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia, Helpshift, Khoros, Kustomer, LivePerson, LogMeIn, Nuance Communications, and Quiq — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service operations pros can use this review to select the right partner for their pre- and postpurchase customer engagement needs.
For Application Development & Delivery Professionals

REPORT: The Top Five Best Practices For RPA In Customer Service

How To Drive Great Agent And Customer Experiences With RPA

April 6, 2020Kate Leggett

Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence, increases their productivity, and allows them to deliver a higher quality of service. Yet RPA is only one of many technologies that help customer service organizations accomplish these goals. This report articulates five best practices for customer service leaders to follow that will help unlock the value of RPA for contact centers.
For Application Development & Delivery Professionals

REPORT: The Forrester Wave™: Healthcare CRM Providers, Q1 2020

The Seven Providers That Matter Most And How They Stack Up

March 12, 2020 Arielle Trzcinski, Kate Leggett

In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and researched, analyzed, and scored them. This report shows how each provider measures up and helps healthcare leaders select the right one for their needs.
For eBusiness & Channel Strategy Professionals

REPORT: Now Tech: Healthcare CRM, Q1 2020

Forrester's Overview Of 17 Healthcare CRM Providers

February 21, 2020 Arielle Trzcinski, Kate Leggett

You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, and vertical market focus. Healthcare digital business leaders should use this report to understand the value they can expect from a healthcare CRM provider and to select one based on size and functionality.
For Application Development & Delivery Professionals

REPORT: The Five CRM Trends In 2020 That Will Shape Engagement, Relationships, And Revenue

Vision: The CRM Playbook

January 15, 2020Kate 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 its true power. This report summarizes the top five trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2020.

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

July 5, 2019Kate Leggett

The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, 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 revises it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Quantify The Business Value Of CRM

Business Case: The CRM Playbook

November 15, 2019Kate Leggett

CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D) professionals can apply Forrester's Total Economic Impact™ (TEI) methodology to address four critical questions in their CRM plans: What are the business benefits? What will it cost? Will it increase future flexibility? How will we mitigate risks? Start by comparing your project against Forrester's benefit and cost benchmarks. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.