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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3774 results in Reports

    • For eBusiness & Channel Strategy Professionals

      Report:How US Online Consumers Research And Buy Credit Cards

      Online Capabilities Are Crucial To The Purchase Journey

      Credit cards remain the top selling financial product in the US, even though sales are significantly lower than before the financial crisis. Prospects shopping for a new credit card have clear goals...

      • Downloads: 94
    • For Sales Enablement Professionals

      Report:Partner Loyalty Metrics That Matter

      Performance Management: The Channel Partner Loyalty Playbook

      Program performance management is about systematic measurement and relentless adjustment, in this case, of your channel partner loyalty program. The first step for sales enablement professionals in...

      • Downloads: 355
    • For Enterprise Architecture Professionals

      Report:Fuse Technology, Innovation, And Business Change In Your Planning Cycle

      In most businesses today, technology has become a strong driver for innovation. The fruits of technology innovation are experienced all across the business model — from the point of customer...

      • Downloads: 598
    • For Customer Insights Professionals

      Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

      After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

      • Downloads: 218
    • For Sales Enablement Professionals

      Report:Opportunities In The SMB Cloud Services Market

      SMBs' strong adoption of cloud computing is well known. What is less well understood is how SMBs are adopting cloud for various technology categories relative to one another.

      • Downloads: 276
    • For Infrastructure & Operations Professionals

      Report:Ten Essential Change Management Actions

      Change Management Will Destroy You Or Save You — You Decide!

      Businesses rely on technology more than ever to better connect with their customers, make real-time decisions, and react to competition. Business leaders must adapt to frequent changes, and thus...

      • Downloads: 465
    • For Infrastructure & Operations Professionals

      Report:Navigating The Legal And Compliance Implications Of BYOD

      A Practical Guide For The I&O Professional

      Consumerization of IT helps drive better employee engagement and innovation because it gives people in your firm the freedom to choose the tools that work best for them and find better productivity....

      • Downloads: 418
    • For Infrastructure & Operations Professionals

      Report:Build A Better Business Case For UC

      This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

      • Downloads: 660
    • For CIO Professionals

      Report:Brief: Yamaha Uses Cloud Services To Boost Business Agility

      Yamaha Motor Extends Its Cloud Strategy Beyond BC/DR

      Cloud services point the way for companies to become more agile. While cloud brings obvious cost savings by consolidating server and software usage, its real business value is the new level of...

      • Downloads: 85
    • For Infrastructure & Operations Professionals

      Report:The Seven Habits Of Highly Effective DevOps

      Organizations have for years sought a means of more quickly delivering business value in the form of working software. Inspired by innovations in Agile software development and the application of the...

      • Downloads: 1257
    • For Sales Enablement Professionals

      Report:Elevate Your Sales Training Impact With A Strategic Framework

      Introducing Forrester's Sales Training Solution Framework

      Buyers command more power in the marketplace than ever before, and consequently they have greater expectations for sales reps they meet with. Sellers who do not understand and cannot help solve their...

      • Downloads: 160
    • For CIO Professionals

      Report:Quick Take: European Telco Consolidation Gains Further Momentum

      Hutchison Whampoa's Plans To Buy O2 Point To A Bigger Telco Shakeout In Europe

      Mergers and acquisitions (M&A) activity by technology vendors is increasing again and will have a lasting effect on CIOs and their portfolio strategies in 2015. Last week, Telefónica entered...

      • Downloads: 60
    • For Sourcing & Vendor Management Professionals

      Report:Navigate The SaaS Implementation Partner Landscape

      SI Overview For Salesforce.com, Workday, Google, And Other SaaS Integration Options

      Organizations use software-as-a-service (SaaS) across more and more areas of their enterprise applications landscape — from customer relationship management (CRM) to human capital management...

      • Downloads: 881
    • For Enterprise Architecture Professionals

      Report:Business Architecture 2020 — Extending Beyond Organizational Boundaries

      Future Look: The Business Architecture Playbook

      The rise of business architecture (BA) initiatives has propelled a rapidly maturing business architecture body of knowledge. Today, many business architecture practices focus within the boundaries of...

      • Downloads: 861
    • For Customer Insights Professionals

      Report:Emerging Markets Overview: Indonesia

      A Global Consumer Technographics® Report

      Spread across thousands of islands in the Indian and Pacific Oceans, Indonesia is Southeast Asia's biggest economy. With 251 million people, it's the fourth-largest country in the world in terms of...

      • Downloads: 34
    • For Enterprise Architecture Professionals

      Report:The Forrester Wave™: Multichannel Capture, Q3 2012

      Vendors Move Toward Mature Service Offerings

      If you think capture and imaging is old technology, you're correct; it has been around for more than twenty years. But there are still a lot of paper-based processes out there, and Forrester clients...

      • Downloads: 953
    • For eBusiness & Channel Strategy Professionals

      Report:Build A World-Class Mobile Banking Strategy

      Executive Overview: The Mobile Banking Strategy Playbook

      Mobile banking is the most important strategic change in retail banking in more than a decade. The mobile banking strategy playbook provides insights for all banking eBusiness and channel strategy...

      • Downloads: 1308
    • For CIO Professionals

      Report:Market Overview: European Mobile Workspace Services

      Manage The Mobile Mind Shift With The Right Workspace Provider

      The provider of your mobile workspace solutions will be more than just a provider of technology. Rather, the right provider will have to bring the right assets and experience to act as a strategic...

      • Downloads: 81
    • For Sourcing & Vendor Management Professionals

      Report:Case Study: Driving Toward Communications Sourcing Excellence

      How Formula One Teams Get High Performance Out Of Their Service Providers

      Sourcing and vendor management (SVM) professionals in most organizations must envy their counterparts working on Formula One (F1) teams. Not only do they have a highly specified network, but they...

      • Downloads: 71
    • For Infrastructure & Operations Professionals

      Report:Quick Take: New Surface Advances Microsoft's Case For Device Consolidation

      A BYOD Candidate That Targets Lightening The Employee Technology Load

      On May 20, 2014, Microsoft unveiled the latest member of the Surface line, the Surface Pro 3, a Windows 8.1 touchscreen laptop that, among other improvements, carries a larger screen than the Surface...

      • Downloads: 102
    • For Application Development & Delivery Professionals

      Report:Create A Learning Culture To Jumpstart Employee Development

      Good Content Won't Make The Cut Without A Supportive Environment

      Employee learning is an expected component of most corporate organizational development programs, either as classroom learning or a blend of classroom and online courses. But organizations are slow...

      • Downloads: 107
    • For Customer Experience Professionals

      Report:The State Of Customer Experience Management, 2013

      Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...

      • Downloads: 1180
    • For Customer Experience Professionals

      Report:Quick Take: Rackspace Promotes Its Chief Customer Officer To President

      Rackspace, a provider of hybrid cloud services that earned approximately $1.5 billion in 2013, promoted its chief customer officer (CCO) to president. This move exemplifies the kind of change firms...

      • Downloads: 81
    • For CIO Professionals

      Report:Asia Pacific Tech Market Outlook For 2012 To 2014

      Political Inertia Hampers Asian Economic And Tech Market Growth

      The Asia Pacific region is often thought of as the growth engine of the global economy and thus of the tech market. But that engine has been misfiring on some key cylinders, leading to slower growth...

      • Downloads: 754
    • For Enterprise Architecture Professionals

      Report:Tune Your Organization For Emerging Technology Innovation

      The disruptive impact of IT has become the top concern of chief executive officers (CEOs), and chief information officers (CIOs) are shifting their priorities in response. Despite this, we find firms...

      • Downloads: 631