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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4233 results in Reports

    • For Application Development & Delivery Professionals

      Report:Vendor Landscape: Knowledge Management For Customer Engagement

      Eighteen Solutions For Delivering Differentiated Experiences

      Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service...

      • Downloads: 261
    • For Application Development & Delivery Professionals

      Report:Brief: Real-Time Speech Analytics — Still More Sizzle Than Steak

      Most customer service organizations record phone interactions with their customers. If they get around to analyzing those recordings, whatever they find can't change the outcome of those calls...

      • Downloads: 167
    • For Customer Experience Professionals

      Report:The State Of Voice Of The Customer Programs, 2014: It's Time To Act

      Voice of the customer (VoC) programs are vital to improving customer experience; they both feed customer experience (CX) measurement and uncover the insights necessary to deliver better experiences....

      • Downloads: 718
    • For Application Development & Delivery Professionals

      Report:Brief: Take Social Customer Service Beyond Your Own Walled Garden

      The modern consumer uses social media to communicate with family, friends, as well as companies. In response, companies have increased their investment in social media as a customer support channel....

      • Downloads: 140
    • For B2C Marketing Professionals

      Report:Brief: Facebook (Still) Dominates Teens' Social Usage

      Kids May Not Think It's Cool, But They're Using It As Much As Ever Before

      Marketers seem to think teens are fleeing Facebook. The reality is that this couldn't be further from the truth. Sure, young people don't think Facebook is very cool — but that doesn't mean...

      • Downloads: 109
    • For B2C Marketing Professionals

      Report:The Mechanics Of Trust

      Take A Three-Pronged Approach To Build Trust With Empowered Customers

      In today's always-on, post-digital world, consumers are skeptical of even their favorite brands, so marketers' old methods of building trust simply don't work anymore. This report outlines a modern,...

      • Downloads: 135
    • For eBusiness & Channel Strategy Professionals

      Report:Use Customer-Centric Metrics To Benchmark Your Digital Success

      It's easy to measure basic digital metrics like page views or the number of Facebook fans you have, but all too often these superficial metrics offer little or no insight into how your firm is...

      • Downloads: 515
    • For B2C Marketing Professionals

      Report:The State Of Search Marketing, 2014

      Consumers continue to discover through myriad ways; affluent ones search more and through more channels. Even so, marketing leaders are not prepared to help targets find their products and services....

      • Downloads: 314
    • For Enterprise Architecture Professionals

      Report:Architect Your Predictive Analytics Capability, Part 2

      Chinese Companies Are Leveraging Predictive Analytics To Engage Customers

      Predictive analytics has become a strategic cornerstone to enabling digital business and differentiating customer experiences. To respond to increased digital competition and disruption, enterprise...

      • Downloads: 188
    • For Customer Experience Professionals

      Report:Brief: Comparing CX Quality Between Store-Based Retailers And Digital-Only Retailers

      Store-based retailers face an uphill battle as they compete against digital giants like Amazon and Etsy for consumer dollars. Customer experience (CX) professionals should use this report to get a...

      • Downloads: 159
    • For Customer Experience Professionals

      Report:Executive Q&A: Design Personas And Customer Journey Maps

      Personas and customer journey maps are valuable tools that support customer experience (CX) professionals' tactical design decisions and high-level strategic goals of progressing toward...

      • Downloads: 1660
    • For B2C Marketing Professionals

      Report:Brief: Smart Banks Tap Into Customers' Mobile Moments

      Smart Banks Are Building Competitive Advantage By Serving Mobile Bank Customers Throughout The Customer Journey

      Mobile banking is gaining momentum worldwide, and mobile moments are the next battleground for banks. While Chinese consumers are rapidly embracing mobile moments, most banks have yet to follow them;...

      • Downloads: 176
    • For Enterprise Architecture Professionals

      Report:Big Data Architectures Force An Overhaul Of Roles And Responsibilities

      Moving Data Prep To The Edges Provides The Scalability We've Been Missing

      Business intelligence (BI) and analytics investments are not sustaining expected returns, but business decision-makers can expect evolving data management and analytics technology, married to...

      • Downloads: 338
    • For B2B Marketing Professionals

      Report:Make Sales Efficiency A Key Addition To Your B2B Content Marketing Metrics

      Successful B2B marketing depends on content marketing to engage prospects and customers, as well as to support more effective sales execution. Marketers must prove that budgets spent on content...

      • Downloads: 305
    • For Security & Risk Professionals

      Report:Market Overview: Data Loss Prevention

      DLP Suite Adoption Holds Steady As DLP Becomes A Feature And Managed Services Offer An Attractive Option

      Policies to control data use and movement require enforcement mechanisms. Data loss prevention (DLP) capabilities give security and risk (S&R) professionals the means to enforce those policies and...

      • Downloads: 109
    • For Customer Insights Professionals

      Report:Brief: Embrace Adaptive Intelligence To Take Advantage Of China's Data Economy

      Master Real-Time Multidirectional Data Sharing To Enable Customer Obsession

      Customer insights (CI) and marketing pros are adept at leveraging internal and external data to understand and engage customers and partners and increase market awareness. But in the age of the...

      • Downloads: 40
    • For Enterprise Architecture Professionals

      Report:Records Managers Must Focus On Business Needs, Budgets, And Technology To Succeed

      Forrester Research And ARMA International Records Management Online Survey, Q3 2013

      This report outlines the results of the fifth annual joint survey conducted by Forrester Research and ARMA International on records management (RM) trends. RM decision-makers have reported consistent...

      • Downloads: 245
    • For Infrastructure & Operations Professionals

      Report:The Forrester Wave™: Wireless Local Area Network Solutions, Q3 2014

      The 10 WLAN Solutions That Matter Most And How They Stack Up

      In Forrester's 58-criteria evaluation of vendors that offered wireless networking solutions, Forrester identified 10 significant solutions in this category — Aerohive Solution, Aruba...

      • Downloads: 383
    • For Application Development & Delivery Professionals

      Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q1 2015

      Landscape: The Contact Centers For Customer Service Playbook

      Across all industries, organizations have made cementing customer relationships through improved customer engagement, loyalty, and experience a top priority. To achieve this goal, however, these...

      • Downloads: 524
    • For Infrastructure & Operations Professionals

      Report:Quick Take: Cisco Acquires Whiptail: A Flashy Entrance Into The Storage Landscape

      Flash Array Technology Opens Up Database, HPC, And Virtualization Opportunities For Cisco

      On September 10, 2013, Cisco Systems announced the acquisition of flash array startup Whiptail for $415 million in cash. With this important deal, Cisco enters the storage market. In the near term,...

      • Downloads: 153
    • For Customer Insights Professionals

      Report:Evolving Consumer Attitudes On Privacy: A Q4 2015 Update

      A Technographics® 360 Report: Using Survey, Social Listening, And Behavioral Data

      Pundits like to say that privacy is dead. But from Forrester's perspective, privacy is not only very much alive, but it's set to become a major competitive differentiator in the years to come....

      • Downloads: 53
    • For Customer Insights Professionals

      Report:Elements To Consider Before Launching A Market Research Online Community

      What You Need For Qualitative Success

      The market research online community (MROC) industry has been evolving; new tools to gain qualitative customer insight have emerged, along with different views on the right approach to community...

      • Downloads: 136
    • For Enterprise Architecture Professionals

      Report:Chinese Firms Must Embrace DevOps To Accelerate Digital Transformation

      Start The Journey By Digitizing Application Life-Cycle Management

      Consumers are undergoing a mobile mind shift; Internet companies are disrupting traditional Chinese companies in almost every industry; macroeconomic growth is slowing; and competition is increasing....

      • Downloads: 147
    • For B2B Marketing Professionals

      Report:Establish Your B2B Advocate Marketing Goals Before Choosing Tech Suppliers

      Specialized Offerings Help Scale And Unify Engagement Programs

      Specialist technology and service providers offer advocate marketing solutions aimed at encouraging your customers and employees to endorse your business brand and share experiences. While they help...

      • Downloads: 127
    • For B2C Marketing Professionals

      Report:Forrester Research World Mobile Application Spending Forecast, 2015 To 2020 (Global)

      ForecastView Spreadsheet

      We expect over 226 billion apps to be downloaded in 2015, and this number will grow at five-year compound annual growth rate (CAGR) of 14.2%. China accounts for more than 50% of these downloads. The...

      • Downloads: 5