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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3848 results in Reports

    • For Infrastructure & Operations Professionals

      Report:Top 10 Facts Every Tech Management Leader Should Know About Private Cloud

      Cloud is an essential component of every enterprise tech management strategy, but sifting through market noise to design a robust cloud strategy isn't easy. Despite reported high private cloud...

      • Downloads: 421
    • For B2C Marketing Professionals

      Report:Select Partners That Support Your Goals

      Tools And Technology: The Digital Media Buying Playbook

      The linchpins of every effective media buyer's practice are the partner and vendor relationships that allow marketing leaders to create truly valuable customer experiences. The technology ecosystem...

      • Downloads: 474
    • For Infrastructure & Operations Professionals

      Report:Optimize Scalable Workload-Specific Infrastructure For Customer Experiences

      Landscape: The Infrastructure Transformation Playbook

      You face the difficult task of designing the expansive and scalable infrastructure that supports many of your new customer-facing systems of engagement and their associated analytics. Do not fall...

      • Downloads: 219
    • For B2C Marketing Professionals

      Report:Measurement Is A Digital Media Buyer's Best Friend

      Performance Management: The Digital Media Buying Playbook

      Every digital marketing leader knows that measurement is important, but levels of sophistication run the gamut from basic click-based measurement of one or two channels to seamless cross-channel...

      • Downloads: 750
    • For Enterprise Architecture Professionals

      Report:Market Overview: Enterprise Architecture Services 2014

      Navigating A Confusing EA Service Providers Landscape

      Digital business transformation is increasing the demands on enterprise architecture programs. The need to respond to this demand, but not through permanent hiring, is leading some enterprise...

      • Downloads: 193
    • For Application Development & Delivery Professionals

      Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

      Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

      • Downloads: 1246
    • For Customer Experience Professionals

      Report:Brief: Staffing For Data-Driven Design

      Data gives firms the objectivity that they need to identify, test, and validate design decisions, at scale and fast. But the skills they require to blend data and design sensibilities are rarely...

      • Downloads: 83
    • For Sourcing & Vendor Management Professionals

      Report:Linking IT Services Activities To Business Value

      Linking IT services engagements, including outsourcing relationships, directly to any type of business value other than cost savings remains a challenge. However, it is a challenge sourcing and...

      • Downloads: 524
    • For B2C Marketing Professionals

      Report:UK's Multichannel Consumers Demand Customer Life-Cycle Marketing

      Discover The Touchpoints UK Consumers Turn To For Discovery, Exploration, Purchase, Inquiries, And Engagement

      Consumers have come to rely on a plethora of channels, devices and touchpoints to guide them through their purchase decisions. This path to purchase has broken free from the linear conception of the...

      • Downloads: 106
    • For B2C Marketing Professionals

      Report:Use Instagram Now

      Before The Rules Change

      Marketers seeking social engagement should turn to Instagram's low-clutter, brand-friendly environment. Top brands' Instagram posts generate a per-follower engagement rate 58 times higher than their...

      • Downloads: 330
    • For B2C Marketing Professionals

      Report:Create An Audience-Obsessed Digital Media Buying Practice

      Executive Overview: The Digital Media Buying Playbook

      Digital media buying is undergoing seismic change. Where there were once legions of junior staff managing relationship-based buys, there are now sophisticated real-time bidding technologies....

      • Downloads: 819
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2013 To 2018 (US)

      ForecastView Spreadsheet

      While online retail sales continue to grow, the impact of the Web on overall retail is much larger. With the proliferation of smartphones, the large installed base of tablets, and general...

      • Downloads: 19
    • For Customer Insights Professionals

      Report:Master Your Mobile Loyalty Moments

      Continuous Improvement: The Customer Loyalty Playbook

      Today, consumers rely on their mobile phones and tablets as information, entertainment, shopping, and life companions. They expect they can get what they want in their immediate context and moments...

      • Downloads: 815
    • For Security & Risk Professionals

      Report:Role Job Description: Identity And Access Management Architect

      Organization: The Identity And Access Management Playbook

      For security and risk (S&R) executives building a comprehensive identity and access management (IAM) strategy for their digital business, this report provides an overview of the skills, job...

      • Downloads: 132
    • For Sourcing & Vendor Management Professionals

      Report:Managed Hosting: Still Relevant Despite Cloud's Rise

      Managed Hosting Remains A Viable Alternative Or Complement To The Cloud

      If you've been reading the press, you could be forgiven for assuming that enterprise-class managed hosting would have transitioned entirely to the cloud by now. Yet the pace of managed hosting's...

      • Downloads: 555
    • For Enterprise Architecture Professionals

      Report:Forrester's Business Capability Portfolio Assessment: Tool

      Even experienced executives have difficulty in deciding on the right mix of strategic investments. Business architecture leaders can assist executives in making the right decisions through the use of...

      • Downloads: 64
    • For eBusiness & Channel Strategy Professionals

      Report:Black Friday — The Sale That Stole Christmas

      What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?

      The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

      • Downloads: 59
    • For CIO Professionals

      Report:Pioneer Vendors: Personal Cloud

      Unified Interfaces For Personal Cloud Services

      Individuals rely on personal cloud services like Dropbox and Evernote to manage an expanding array of digital content online. As such services proliferate, their users will seek ways to better unify...

      • Downloads: 259
    • For B2B Marketing Professionals

      Report:Brief: Boosting Channel Partner Engagement

      Partner Engagement Begets Partner Experience, Which Begets Partner Productivity

      Channel partner engagement — how and how often partners interact with business-to-business (B2B)/tech vendors — is critical, as engagement is a key indicator of partner loyalty and...

      • Downloads: 121
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Why Your Customers Still Use Paper Statements

      Answer: Because You Haven't Turned Them Off

      Electronic statements (eStatements) aren't a new concept to US consumers or billers; however, some industries such as utilities, life insurance, investments, and government lag behind. Despite years...

      • Downloads: 195
    • For CIO Professionals

      Report:Quick Take: Amazon's Move To Mainland Europe Does Not Yet Make It Mainstream

      Amazon Web Services (AWS) announced today its plans to open two data centers in Germany. Forrester believes this is a turning point in AWS's globalization strategy. Until now, the dominant...

      • Downloads: 92
    • For Application Development & Delivery Professionals

      Report:Brief: Mobile Access To Back-End Systems

      The Uses And Limitations Of Screen-Scraping

      Mobile applications are the linchpins of business strategies to attract, retain, and delight customers. Mobile developers, in turn, need access to customer data typically resident in back-end systems...

      • Downloads: 216
    • For B2C Marketing Professionals

      Report:European Online Display Goes Programmatic

      Demystifying Programmatic Ad Trading In Key European Markets

      Programmatic trading of online display advertising is revolutionizing the way advertisers and publishers buy and sell display advertising. In 2014, we saw a dramatic increase in the adoption of...

      • Downloads: 75
    • For Analyst Relations Professionals

      Report:Forge Valuable AR Programs With FIAR

      Strategic Plan: The Industry Analyst Relations Playbook

      Analyst relations (AR) managers need to know how to prove the value of their AR programs. Unfortunately, many struggle because they didn't build plans to deliver business value, and they now rely on...

      • Downloads: 1139
    • For Customer Insights Professionals

      Report:Create An Evolved Loyalty Strategy, Not Just An Effective Program

      Executive Overview: The Customer Loyalty Playbook

      In the age of the customer, it's more important than ever to engage effectively with your customers — how, when, and where they desire. To do this, customer insights (CI) professionals must...

      • Downloads: 1148