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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4036 results in Reports

    • For Application Development & Delivery Professionals

      Report:Brief: Investment Strategies In Financial Services Prioritize Five Major Areas

      Results From Forrester's Q3 2014 Financial Services Architecture Global Online Survey

      Forrester's Q3 2014 Global Financial Services Architecture Online Survey, which includes respondents from 116 firms in 36 countries spanning multiple segments of the financial services industry,...

      • Downloads: 184
    • For CIO Professionals

      Report:Winning The Customer Experience Game II

      Digital Business: Digitize End-To-End Customer Experiences

      As customer expectations evolve, a company's ability to modify the technologies that support customer journeys can make the difference between a happy customer and an ex-customer. CEOs increasingly...

      • Downloads: 195
    • For eBusiness & Channel Strategy Professionals

      Report:Develop A Data-Driven Digital Business

      Short-Sighted Analytics Are Hindering Digital Leaders

      Forrester's digital maturity model defines measurement as one of the four key pillars of transformation, yet too many eBusiness professionals lack the customer-centric, cross-touchpoint insight...

      • Downloads: 367
    • For eBusiness & Channel Strategy Professionals

      Report:Disrupting Finance: Mobile Payment Systems

      Mobile Payment Systems Are Still Struggling To Spark Adoption

      The mobile mind shift — the expectation by consumers that they can get what they want in their immediate context and moment of need — has inspired a generation of disrupters that use...

      • Downloads: 664
    • For Customer Experience Professionals

      Report:The Business Impact Of Customer Experience, 2013

      Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

      • Downloads: 1418
    • For Sourcing & Vendor Management Professionals

      Report:Brief: Dimension Data Pivots To Offer Cloud Services In Asia Pacific

      While Systems Integration Remains A Core Part Of Its Business In AP, Dimension Data Is Getting Ready For The Cloud Era

      Four years ago, the Nippon Telegraph and Telephone (NTT) Group acquired Dimension Data. Since the acquisition, there has been some confusion over how Dimension Data will coexist with other NTT...

      • Downloads: 99
    • For Customer Insights Professionals

      Report:Safeguard Your Social Intelligence Strategy

      Managing Privacy, Risk, And Compliance Challenges When Listening To And Leveraging Social Data

      The more granular you get when collecting and analyzing social data, the more value you can extract with meaningful customer segmentation, affinity mapping, and other valuable customer insights. The...

      • Downloads: 150
    • For eBusiness & Channel Strategy Professionals

      Report:Win Your Offline Mobile Moments

      Use Mobile To Break Down Channel Barriers On-Premises

      Your customer is experiencing a mobile mind shift. She expects to get anything she wants, immediately and in context. Whether she's in your store making a product decision or navigating an airport,...

      • Downloads: 237
    • For eBusiness & Channel Strategy Professionals

      Report:Recruit And Retain Top Digital Talent

      Digital skills are in massive demand. eBusiness professionals in end user firms like retailers and banks are struggling to recruit and retain the brightest digital talent. The lure of startups,...

      • Downloads: 293
    • For Sourcing & Vendor Management Professionals

      Report:Prepare Your Vendor Selection For The Future Of Services Sourcing

      Selecting the right vendor for your IT services needs is becoming increasingly important as the solutions in the IT services marketplace evolve and change and the importance of strong business...

      • Downloads: 356
    • For Sourcing & Vendor Management Professionals

      Report:A Quick Guide To Help You Prepare For An Oracle Software Negotiation

      Three Areas You Must Understand If You Want To Save Money For Your Organization

      Next time an Oracle sales rep steps into your office, remember this: You are facing some of the more motivated and experienced sales professionals in the software industry. They are well trained to...

      • Downloads: 345
    • For B2C Marketing Professionals

      Report:Case Study: Singapore Post Makes A Good Start On Social Marketing

      Use The Marketing RaDaR As A Framework For Social Media Tactics

      This report provides marketing leaders with a case study examining Singapore Post's use of social marketing to understand and serve local and regional online customers. It unveils the company's...

      • Downloads: 94
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Contract Life-Cycle Management, 2014

      CLM Becomes A Chameleon As It Links With Other Apps

      Every business or government has contracts with customers, suppliers, or other partners. Contract life-cycle management (CLM) software helps firms create, manage, and achieve maximum value from these...

      • Downloads: 571
    • For Security & Risk Professionals

      Report:Brief: Stolen And Lost Devices Are Putting Personal Healthcare Information At Risk

      It's Time For Healthcare CISOs To Close The Faucet Of Data Loss From Endpoints

      Amid a rising tide of compliance pressures, employee mobility, and high black-market values for personally identifiable information (PII) and personal healthcare information (PHI), security and risk...

      • Downloads: 214
    • For CIO Professionals

      Report:Understanding Shifting Technology Acquisition Patterns

      CIOs Remain At The Center Of Technology Management Spending

      How much control of tech spending has shifted away from the CIO and moved into the hands of line-of-business managers is a hot — and hotly debated — question among CIOs and vendors. In...

      • Downloads: 255
    • For eBusiness & Channel Strategy Professionals

      Report:Your Customers Will Not Download Your App

      Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

      Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

      • Downloads: 469
    • For Infrastructure & Operations Professionals

      Report:Cloud Services Are Transforming Your Industry — Act Now To Thrive

      Executive Overview: The Cloud Computing Playbook For 2015

      Cloud computing can be a game-changer for your enterprise — but it's also rife with misinformation. A confusing array of cloud definitions and erroneously identified "cloud" solutions are but a...

      • Downloads: 230
    • For Infrastructure & Operations Professionals

      Report:Brief: Think Of Partnership, Not Intermediaries, In Pursuing Cloud Brokering Models

      Cloud management systems, integration technologies, and traditional systems management solutions are combining to open up new possibilities for cloud consumption, governance, and chargeback/showback...

      • Downloads: 161
    • For B2C Marketing Professionals

      Report:The State Of Consumers And Technology: Benchmark 2013, Canada

      North American Consumer Technographics®

      This report provides an overview of Canadian online consumers' media consumption and consumer technology behaviors, broken out by age group. Our analysis shows that the youngest Canadian consumers...

      • Downloads: 118
    • For Application Development & Delivery Professionals

      Report:Avoid The Key Obstacles To Your Banking Platform Application Transformation

      Follow Banking Platform Transformation Best Practices To Mitigate Risk

      Today's financial services firms often find that their application landscape can no longer cope with their most urgent business drivers and thus requires transformation. Forrester's Q3 2012 Global...

      • Downloads: 270
    • For Infrastructure & Operations Professionals

      Report:Market Overview: Use Project Services To Accelerate Infrastructure Transformation

      In the face of unprecedented and escalating demands on information technology brought on by the age of the customer, infrastructure and operations (I&O) professionals are being forced to rapidly...

      • Downloads: 130
    • For Application Development & Delivery Professionals

      Report:Mobile Solution Architecture: User Authentication Is The Foundation Of Mobile Trust

      Start Small And Keep An Eye On The Breadth Of Your Future Mobile Scenarios

      User authentication is a key foundation of security for mobile apps — as it is for application security in general. Determining which authentication approach to use for your mobile solution...

      • Downloads: 717
    • For Infrastructure & Operations Professionals

      Report:Seven Influential Storage Trends Shaping Your Near-Term Strategy

      Flash And Object Storage Expand Tiering Options To Better Serve Your Business

      Infrastructure and operations (I&O) decision-makers continue to struggle with unbridled data growth and must change inefficient storage buying habits to keep their customers happy and key data...

      • Downloads: 371
    • 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: 251
    • For Customer Experience Professionals

      Report:How To Solve The CX Technology Puzzle

      Tools And Technology: The Customer Experience Ecosystem Playbook

      Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making based...

      • Downloads: 571