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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4206 results in Reports

    • For Enterprise Architecture Professionals

      Report:TechRadarâ„¢: Information Governance Enabling Technologies, Q2 2016

      Pursue Business Value And Not Just Risk Reduction When Making Technology Investments

      Information governance (IG) is a hot topic. Yet it suffers from an identity crisis, as definitions differ across the technology landscape. Enterprise architect (EA) professionals are on the hook to...

      • Downloads: 108
    • For CIO Professionals

      Report:Brief: Drive Digital Service Transparency And Efficiency With Data And Analytics

      The US Digital Services Playbook Series

      In August 2014, the White House announced the creation of the US Digital Service, which promptly released a US Digital Services Playbook. This playbook, which spans the fields of customer experience,...

      • Downloads: 137
    • For B2C Marketing Professionals

      Report:TV Ads Break Their Content Shackles

      TV Ad Targeting Enters The 21st Century, And Marketers Will Finally Be Able To Target Audiences, Not Just Content Type

      Historically, television had just one way of delivering advertising: embedding it directly in the show so everyone who tuned in saw the same ad. But consumers' increasing appetite to watch TV on...

      • Downloads: 239
    • For Sourcing & Vendor Management Professionals

      Report:Brief: Samsung Knox 2.0 Chases The Secure Mobile Market

      But Do Customers Need Another Vertical Enterprise Device Platform?

      The relaunch of Samsung Knox 2.0 was widely talked about at this year's Mobile World Congress in Barcelona. Customers and partners voiced mixed views on the market potential and the impact Knox will...

      • Downloads: 133
    • For Customer Insights Professionals

      Report:Boost Digital Intelligence With Tag Management

      Today, tag management is much more than merely the management of tags. Tag management processes and technologies have rapidly evolved to become a key strategic tool for the adoption of digital...

      • Downloads: 293
    • For Customer Insights Professionals

      Report:Make Your Organization Smarter With Enhanced Customer Insights Centers Of Excellence

      Know Your Options When Deploying Customer Insights Talent

      A tsunami of data is transforming the business world. Everywhere, data is being generated, captured, stored, analyzed, and reported on. Companies, meanwhile, struggle to harness new data and put it...

      • Downloads: 364
    • For CIO Professionals

      Report:Service Providers Accelerate Smart City Projects

      Look For Partners With Software Assets And Prebuilt Solutions For More Cost-Effective And Rapid Delivery

      Numerous factors drive cities to take a smarter approach to their administration and development. They increasingly value technology as a lever to enable scalable and sustainable transformation both...

      • Downloads: 514
    • For B2C Marketing Professionals

      Report:Advance Through The Stages Of Mobile Maturity

      Road Map: The Mobile Marketing Playbook

      This report provides a road map for B2C marketers who are responsible for mobile marketing. As consumer mobile adoption balloons and hardware, software, and interfaces evolve, marketers must keep up...

      • Downloads: 1871
    • For Security & Risk Professionals

      Report:Quick Take: FireEye Acquires iSight Partners

      Deal Bolsters FireEye But Comes With Certain Customer Caveats

      FireEye announced on January 20 the acquisition of threat intelligence vendor iSight Partners for $200 million, giving the antimalware vendor an entry into the crowded threat intelligence market....

      • Downloads: 76
    • For CIO Professionals

      Report:Brief: HP Gets Back On The Path To Partnership With Customers

      Impressions From The HP Industry Analyst Summit 2014

      Forrester recently attended HP's annual Industry Analyst Summit in Boston. We heard presentations from and met privately with HP executives and business unit leaders, including Meg Whitman, George...

      • Downloads: 173
    • For CIO Professionals

      Report:Business Agility Drives Higher Performance

      Channel Integration Is The Most Important Dimension Of Agility

      Companies can boost performance by making their business more agile. Survey respondents scored themselves across Forrester's 10 market, organizational, and process agility dimensions, and revealed...

      • Downloads: 330
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Agile Business Intelligence Platforms, Q3 2015

      The 13 Providers That Matter Most And How They Stack Up

      In Forrester's 15-criteria evaluation of Agile business intelligence (BI) vendors, we identified the 13 most significant software providers in the category —Birst, GoodData, IBM, Information...

      • Downloads: 613
    • For CIO Professionals

      Report:Service App Stores Will Reshape Corporate Tech Management

      Empowered Employees And The Need For Cost Transparency Will Drive Service App Stores

      App stores are the embodiment of public cloud services ranging from consumerized mobile apps to software- and infrastructure-as-a-service in the enterprise context. But, private clouds and software...

      • Downloads: 289
    • For Customer Experience Professionals

      Report:B2B CX Professionals: Find The Full Range Of B2B Customers

      Customer experience (CX) professionals in business-to-business (B2B) companies have a difficult task: Determine the quality of a customer's experience when the customer is actually multiple...

      • Downloads: 171
    • For CIO Professionals

      Report:Resolving The Collaboration Paradox

      Employee Collaboration Platforms Receive An Injection Of Automation

      The success of any collaboration platform depends, in part, on the ability of the system to enable employees with a problem to connect with employees who can solve that specific problem. But so far,...

      • Downloads: 275
    • For Customer Insights Professionals

      Report:The State Of Customer Analytics: Majority Of Firms Lack Sophistication

      To assess the current state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 170 customer analytics and...

      • Downloads: 421
    • For eBusiness & Channel Strategy Professionals

      Report:Build A B2B eCommerce Plan That Wins Over Customers, Partners, And Colleagues

      Strategic Plan: The B2B eCommerce Playbook

      Building a world-class B2B eCommerce business is a process. It takes time, and it costs money. But whatever process you follow to build your B2B eCommerce business, you will find five key issues...

      • Downloads: 1113
    • For Enterprise Architecture Professionals

      Report:Consider New Data Governance Software To Support Business-Led Efforts

      Line-of-business executives are thinking about data in new ways — it is not just something to be collected and stored, but a resource for competitive advantage. As business leaders gain a...

      • Downloads: 417
    • For CIO Professionals

      Report:Technology Management In The Age Of The Customer

      Only Customer-Obsessed Enterprises Can Survive Disruption

      Empowered customers are disrupting every industry — and CIOs need to understand how technology management must adapt in this rapidly evolving world. This report outlines how the age of the...

      • Downloads: 1736
    • For eBusiness & Channel Strategy Professionals

      Report:Disruptors Belong In Your Digital Ecosystem

      The Digital Ecosystem Of Finance Forces You To Pick Your Partners

      Digital business executives at financial services firms are coming to terms with the realities of digital disruption. Many are exploring the opportunities of partnering with disruptors. But should...

      • Downloads: 355
    • For Application Development & Delivery Professionals

      Report:Q&A: Locate Answers To Five Key Spatial Analytics Questions

      We've all become used to the power of understanding "where," whether it's through using a location-enabled app on a smartphone or seeing corporate data displayed on a map in a dashboard. But how do...

      • Downloads: 86
    • For B2C Marketing Professionals

      Report:Brief: How To Make Social Media Data Actionable

      Processes: The Social Intelligence Playbook

      Social media provides B2C marketing professionals with a wealth of customer data, an invaluable resource for competing in the age of the customer. Forrester created a framework that helps marketers...

      • Downloads: 2756
    • For eBusiness & Channel Strategy Professionals

      Report:2014 US Online Banking Functionality Benchmark

      Citi And Wells Fargo Have The Most Extensive Secure Website Functionality

      Despite the growth of mobile and tablet banking over the past few years, online banking continues to be widely used in the US, with almost three-quarters of US online adults using it compared with...

      • Downloads: 450
    • For Application Development & Delivery Professionals

      Report:Brief: Apache Spark On IBM Z Systems Can Reveal Immediate Insights From Transactions

      Apache Spark aficionados are in for a real shock. Wait for it . . . Apache Spark now runs on IBM's z Systems mainframe computer. That means Spark runs on the same place as many of the world's largest...

      • Downloads: 63
    • For CIO Professionals

      Report:Year-End 2013 IT Budget Benchmarks

      How Forrester's Forrsights Data Can Help CIOs Prepare For 2014

      CIOs often request IT budget benchmarks. In this report, we have provided these benchmarks using data from our Forrsight's IT Budgets And Priorities Survey, Q4 2013. However, it's easy to misuse IT...

      • Downloads: 1743