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.


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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3689 results in Reports

    • For Marketing Leadership Professionals

      Report:Forrester Research Search Engine Marketing Forecast, 2012 To 2017 (US)

      ForecastView Spreadsheet

      Spending on paid search and search engine optimization (SEO) by companies. Paid search segmented by company size based on revenue and SEO spending segmented by company size based on website...

      • Downloads: 7
    • For Infrastructure & Operations Professionals

      Report:Three Best Practices From Early BYOT Adopters In India

      Address Management Concerns Around Data Security, ROI, And Business Requirements To Build A Valid Business Case

      The consumerization of IT in India is leading more people to use personal mobile devices, applications, and public cloud services for work, a trend that Forrester refers to as "bring your own...

      • Downloads: 140
    • For Analyst Relations Professionals

      Report:Organize AR's Personnel

      Organization: The Industry Analyst Relations Playbook

      Once industry analyst relations (AR) departments break out of single-person mode, AR managers must assign responsibilities across the team optimally and manage team member performance against them....

      • Downloads: 190
    • For CMO Professionals

      Report:B2B CMOs Must Evolve Or Move On

      CMOs Stand At The Crossroads Of A Redefined Marketing Remit

      Digital channels, online social activity, and rapidly evolving personal technology cause top business marketers to take on unfamiliar responsibilities in order to succeed. While new peer and...

      • Downloads: 492
    • For eBusiness & Channel Strategy Professionals

      Report:The Chinese Retail Market Landscape In 2014

      Traditional Retailers Must Embrace Disruption

      The restructuring and slowing down of the Chinese economy is changing the country's retail industry. In 2014, the growth rate of China's top 100 retail chains has continued to decline and is now at...

      • Downloads: 95
    • For eBusiness & Channel Strategy Professionals

      Report:How To Make Insurance Brands Relevant Again

      Use Digital Touchpoints To Shift From Compensation To Prevention

      Insurance has become commoditized. Personal lines customers especially shop around and are easily lost to a lower price. Insurers have been searching for ways to revamp their brands and to...

      • Downloads: 265
    • For Enterprise Architecture Professionals

      Report:In Light Of ECM Maturity, Concerns Still Linger

      These data charts detail select results of Forrester’s May 2013 Global Enterprise Content Management Online Survey and the August 2013 Global SharePoint Usage Online Survey. We have compared...

      • Downloads: 108
    • For Infrastructure & Operations Professionals

      Report:Case Study: Sanofi's Successful I&O Transformation Approach

      A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets

      In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

      • Downloads: 339
    • For Sales Enablement Professionals

      Report:What Does It Take To Win With Executive Buyers?

      The Early Bird Catches The Worm

      Your buyers have changed; catch up! There are some things you should know about your buyers if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other...

      • Downloads: 220
    • For Security & Risk Professionals

      Report:The Data Center Services Market In Japan, 2013 To 2016

      Providers Must Address Energy Efficiency And Governance To Thrive

      Over the past 18 months, all of the significant data center players in the Japanese market -- telcos, vendors, service providers, and systems integrators (SIs) -- have been aggressively investing in...

      • Downloads: 219
    • For Customer Experience Professionals

      Report:What Makes A Great Government Experience

      Lessons Learned From Our New Customer Experience Index

      Federal agencies are failing the administration's mandate to offer customer experiences (CX) that match the best of the private sector. What's worse, their poor CX performance hurts our whole...

      • Downloads: 171
    • For Enterprise Architecture Professionals

      Report:Forrester's BT Strategic Planning And Execution Process Assessment Toolkit

      Provides a step-by-step process for Forrester's Strategic Planning and Portfolio Management methodology.

      • Downloads: 38
    • For Application Development & Delivery Professionals

      Report:Agility At Enterprise Scale

      How To Apply Agile Methodology To ERP

      Unlike custom apps, packaged apps don't require extensive requirements gathering. In fact, application development and delivery (AD&D) teams only usually gather "requirements" in the conference room...

      • Downloads: 250
    • For eBusiness & Channel Strategy Professionals

      Report:Make The Right Digital Decisions To Drive Canadian Usage-Based Insurance Sales

      Rate Reform Creates Powerful Incentive For Effective Digital Sales

      Canada and the US may share a border and consumer attitudes about usage-based insurance, but they don't share a common approach to the digital strategies for promoting these insurance options. With...

      • Downloads: 108
    • For Marketing Leadership Professionals

      Report:Forrester Research Search Engine Marketing Forecast, 2013 To 2018 (US)

      ForecastView Spreadsheet

      Spending on paid search and search engine optimization (SEO) by companies. Paid search split by PC-based and mobile platforms, as well as search volume and revenue per thousand queries. SEO...

      • Downloads: 8
    • For CIO Professionals

      Report:Services For The Digital Self

      The Battle To Serve You . . . And Profit From Your Data

      People must manage an exploding array of digital content that they create or are responsible for, both at work and at home. We call this collection the digital self, and it includes everything from...

      • Downloads: 741
    • For Security & Risk Professionals

      Report:AWS Cloud Security

      AWS Takes Important Steps For Securing Cloud Workloads

      Security to and from the cloud is a hot topic. The notion that cloud technologies should not be used by large enterprises due to security concerns is rapidly fading. Security still ranks as the No. 1...

      • Downloads: 667
    • For CIO Professionals

      Report:Hardware Trends 2013: Data-Intensive Firms Lead Adoption Of Next-Generation Computing

      We drew on our recent survey of 2,330 IT decision-makers regarding hardware adoption and priorities, learning among other things that the average enterprise in our sample is managing almost 50% more...

      • Downloads: 325
    • For Infrastructure & Operations Professionals

      Report:I&O Leaders: Engage Employees For Successful Tablet And Mobile App Adoption In 2013

      Forrester data continues to show employee demand for business ready smartphones, tablets, and mobile applications. This presentation walks you through our data and provides insight into how your...

      • Downloads: 41
    • For Customer Insights Professionals

      Report:Brief: The Marketing Technology Buyer's Dilemma

      Maintain Customer Focus While Navigating Market Changes

      Successful marketers leverage a rich mix of integrated technologies to navigate complex customer journeys and orchestrate contextually relevant customer experiences. However, recent activities in the...

      • Downloads: 208
    • For Customer Experience Professionals

      Report:Brief: Key Takeaways From Forrester's 2014 Customer Experience Forum East

      Market Leaders Turn To Customer Understanding And Design To Deliver Great Experiences

      At Forrester's Forum For Customer Experience Professionals East, speakers presented best practices and case studies that showed how they are coping with a new, more competitive era for customer...

      • Downloads: 262
    • For Infrastructure & Operations Professionals

      Report:Brief: The Top Four Server Virtualization Trends In China For 2014 And 2015

      Optimizing IT To Better Support BT Transformation

      Chinese organizations are shifting budget from traditional information technology (IT) to business technology (BT) in the age of the customer. However, the level of server virtualization in Chinese...

      • Downloads: 85
    • For Marketing Leadership Professionals

      Report:Forrester Research World Mobile And Smartphone Adoption Forecast, 2014 To 2019 (Global)

      ForecastView Spreadsheet

      The number of global smartphone subscribers is expected to reach 3.5 billion by 2019, crossing the 50% mark for smartphone penetration by population in 2017 and reaching 59% by 2019, up from 28% in...

      • Downloads: 7
    • For Application Development & Delivery Professionals

      Report:CRM Success Hinges On Effective Change Management

      Continuous Improvement: The CRM Playbook

      To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

      • Downloads: 415
    • For Sourcing & Vendor Management Professionals

      Report:The Forrester Wave™: Business Technology Transformation, Q3 2012

      The Majority Of The Vendors Are Leaders In This Emerging Market

      Today, business transformation is often about technology transformation. At the very least, business transformation is always technology-enabled, so what sort of consultants can best help clients...

      • Downloads: 1294