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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3858 results in Reports

    • For Enterprise Architecture Professionals

      Report:Fix The Data Problems That Destroy Your Customer Effectiveness

      Marketing, sales, and customer service professionals consider customer relationship management (CRM) applications the single source of truth about a customer. However, poor quality customer...

      • Downloads: 198
    • For Infrastructure & Operations Professionals

      Report:Brief: Change Buying Habits For New Data Center Solution Packaging

      Colocation Providers Adapt To Help You Better Serve Your Customers

      Formerly targeting only raw cost reduction, data center and colocation service providers have matured with evolving services. Providers have recognized the need to serve a true business technology...

      • Downloads: 98
    • For CIO Professionals

      Report:Brief: Making Sense Of The Digital Services Tsunami

      CIOs Must Navigate A Landscape Of Digital Relabeling

      At recent customer and analyst events, traditional consulting and systems integration providers — including Accenture, Capgemini, Cognizant, Deloitte Digital, Fujitsu, Infosys, NIIT...

      • Downloads: 308
    • For CIO Professionals

      Report:Brief: Build Your Localization Strategy For Chinese Technology Vendors Now

      Chinese Enterprises Should Plan For A Local Vendor Strategy

      Since China opened up to the world in the late 1970s, the Chinese government has leveraged products from leading US and European technology vendors to help public and private sector organizations...

      • Downloads: 48
    • For Customer Insights Professionals

      Report:Evolve From Research To Insights

      Market Insights Have The Power To Inform Crucial Business Decisions

      Businesses face pressure from increased competition in a flat world and are also dealing with financial crises, the exponential growth of technological changes, Internet-enabled customer power, and...

      • Downloads: 469
    • For B2C Marketing Professionals

      Report:Digital Will Win The Day, But Which Channels Will Win Digital?

      ForecastView Document

      Forrester recently published updates to its US digital marketing forecasts, including search engine marketing, display advertising, social advertising, and email marketing. This report examines...

      • Downloads: 18
    • For Application Development & Delivery Professionals

      Report:Select A Workday Services Partner For The Next-Generation Of ERP

      Enterprise resource planning (ERP) is dead (again); long live ERP! As leading business executives rush to create digital, customer-centric companies, next-generation ERP solutions are playing a key...

      • Downloads: 289
    • For Security & Risk Professionals

      Report:Define A Road Map To Accelerate Your Security Program

      Road Map: The S&R Practice Playbook

      A security road map guides your team's projects and initiatives. Even more importantly, it explains to your key stakeholders how you're using the budget and resources given. Don't fall into the old...

      • Downloads: 1512
    • For Customer Experience Professionals

      Report:Predictions 2014: Government Customer Experience

      People expect their government to provide customer experiences that are on par with those that top companies offer. The fallout from the healthcare.gov customer experience fiasco highlighted this...

      • Downloads: 253
    • For Application Development & Delivery Professionals

      Report:How To Turn The USA EMV Retail Deadline Into Customer Advantage

      In October 2015, responsibility for credit cardholder present fraud will shift from the issuer to retailers that have failed to implement chip and pin protection. Retailers with 75% of more of their...

      • Downloads: 100
    • For Customer Insights Professionals

      Report:Build The Case For Investing In Market Insights

      How To Convert Value-Add To Revenue

      In most organizations, market insights professionals struggle to link the insights they provide to actual business impact and value. This is at odds with executives, who are aligning their internal...

      • Downloads: 347
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Retail Forecast, 2013 To 2018 (US), Q4 2014 Update

      ForecastView Spreadsheet Q4 2014 Update

      Our US online retail forecast update in Q4 found a slightly faster uptake in eCommerce sales in 2014, which are projected to grow at an 11.1% compound annual growth rate (CAGR) by 2018. The increase...

      • Downloads: 39
    • For eBusiness & Channel Strategy Professionals

      Report:US Mobile Retail Forecast, 2012 To 2017

      The rapid growth and ubiquity of smartphones naturally means that a significant portion of Internet activity, including shopping, will migrate to this mobile device. While mobile browsing on retail...

      • Downloads: 1173
    • For Infrastructure & Operations Professionals

      Report:Four Common Private Cloud Strategies

      Align Your Expectations With Your Strategy

      From surveys, interviews, and inquiry calls, Forrester is seeing an emergence of four private cloud approaches that are driven by very different strategies and thus have variant scope and results....

      • Downloads: 870
    • For Enterprise Architecture Professionals

      Report:Brief: Use Personas To Shape Mobile Architecture And Strategy

      Persona Analysis Should Be Part Of Your Architecture Toolkit

      Mobile projects move at the speed of light to deliver internal and consumer-facing applications. Many of these projects are successful, but others are epic failures. The frequent root causes are...

      • Downloads: 213
    • For Enterprise Architecture Professionals

      Report:Market Overview: Information Archiving, Q2 2015

      Innovative Vendors Move Beyond Just Compliance To Become Sources Of Insights And Corporate Memory

      Enterprise architects, in many regulated industries, are refreshing their approach to information archiving. As newer, innovative vendors are assessed, enterprise architecture (EA) professionals must...

      • Downloads: 215
    • For CMO Professionals

      Report:Start To Build Your Ultimate Customer Relationship

      Digital Platforms Pave The Way For Others To Build Powerful Lifestyle-Enhancing Relationships

      Thanks to digital disruption, consumers have fully embraced a world where they use digital enablers to connect with companies more deeply than ever before. Digital platform providers like Amazon.com,...

      • Downloads: 444
    • For eBusiness & Channel Strategy Professionals

      Report:Disrupting Finance: Digital Money Managers

      Startups Offer Users A Simple Way To Manage Money

      Digital money managers offer budgeting and cash management tools to the many people worldwide who need to manage their money but don't have the time, know-how, or inclination to actually do it....

      • Downloads: 311
    • For eBusiness & Channel Strategy Professionals

      Report:Prioritizing Online Access To In-Store Inventory

      Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

      Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

      • Downloads: 291
    • For Application Development & Delivery Professionals

      Report:Digital Business Design Is The New Integration

      Create A Cohesive Business From Your (Seemingly Random) Collection Of Applications And Data

      Integration is a perennial challenge for application development and delivery (AD&D) professionals. Vintage, monolithic applications are hard to deal with, and point solutions abound, including point...

      • Downloads: 969
    • For Application Development & Delivery Professionals

      Report:Financial Services Firms Prepare For The Business Applications Of The Future

      Service-Oriented Architecture Has Reached A Mature State In Banking

      Today's financial services firms often find their application landscape can no longer cope with their most urgent business drivers. Forrester's Q3 2012 Global Financial Services Architecture Online...

      • Downloads: 600
    • For Enterprise Architecture Professionals

      Report:The Top Emerging Technologies To Watch: Now Through 2018

      Emerging digital technologies are a primary driver of business evolution and disruption. Firms are grappling with an accelerating pace of business change while also trying to make IT simpler and more...

      • Downloads: 4370
    • For CIO Professionals

      Report:Understanding The Diverse Innovation Tools And Services Ecosystem

      Tools And Technology: The Innovation Playbook

      While most organizations realize the importance of business innovation as they enter the age of the customer, they often lack the internal expertise to really drive sustainable innovation programs....

      • Downloads: 207
    • For Infrastructure & Operations Professionals

      Report:Don't Fear The Cloud — Profit From It

      Organization: The Cloud Computing Playbook

      Cloud adoption is increasingly widespread at enterprise organizations and a growing number of small and medium-size businesses. Cloud computing is also a potential source of massive disruption, not...

      • Downloads: 274
    • For B2C Marketing Professionals

      Report:Forrester Research Mobile Application Spending Forecast, 2014 To 2019 (US)

      ForecastView Spreadsheet

      US mobile app downloads represented 17% of the global total in 2014, and revenue from US app downloads and in-app purchases accounted for 20% of all worldwide spending, at $6 billion. As the largest...

      • Downloads: 5