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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  • Customer Intelligence
  • Gina Fleming
  • For Customer Insights Professionals

    Report:The Facebook Factor

    Quantifying The Impact Of A Facebook Fan On Brand Interactions

    Quantifying the impact of a Facebook fan can be difficult and elusive for marketers. Forrester uses statistical modeling to analyze the effect of being a Facebook fan on brands. The model gives...

    • Downloads: 1394
  • For Customer Insights Professionals

    Charts & Figures:Facebook Fan Profiles

  • For Marketing Leadership Professionals

    Report:The New Mobile Mind Shift Index: Global

    Global Consumer Technographics®

    Forrester recently introduced its revised Mobile Mind Shift Index (MMSI), a tool that enables marketing leaders to assess their customers' mobile intensity, expectations, and behaviors and then...

    • Downloads: 49
  • For Customer Insights Professionals

    Charts & Figures:Top Influencers: Modeled Effect Size

    Quantifying The Impact Of A Facebook Fan On Brand Interactions

  • For Customer Insights Professionals

    Charts & Figures:Probability Of Brand Interaction By Facebook Fans And Non-Fans

    Quantifying The Impact Of A Facebook Fan On Brand Interactions

  • For Customer Insights Professionals

    Charts & Figures:Sample Survey Questions

  • For Customer Insights Professionals

    Charts & Figures:Inputs And Output Of Logistic Regression

  • For Marketing Leadership Professionals

    Report:Predictions 2015: Social Media Grows Up

    A Stable Social Landscape Will Foster Marketing, Customer Insights, And Sales Success

    Social media will experience evolution rather than revolution in 2015. Privacy issues will get people's attention but won't scare anyone away from social sites. In fact, people will grow more willing...

    • Downloads: 486