Kate   Leggett

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.

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.

Kate Leggett's Research

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  • For Application Development & Delivery Professionals

    REPORT: Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook

    February 23, 2018Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and in more channels; they shift between channels seamlessly and even use multiple channels simultaneously. Enterprises react by adding headcount, but that's not sustainable. They must transform operations by developing strength in automation, artificial intelligence (AI), and knowledge. Forrester's contact centers for customer service playbook provides steps for application development and delivery (AD&D) professionals to innovate and manage customer service operations. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook

    February 22, 2018Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage industry-specific best practices, focus scarce technology organization resources on innovation and differentiation, and decrease time-to-value. This report showcases vertical CRM solutions across seven industries and offers a decision framework for choosing the right type.

  • For Application Development & Delivery Professionals

    REPORT: Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook

    February 16, 2018Kate Leggett

    The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and delivery (AD&D) professionals should follow to transform customer-facing business processes to deliver differentiated customer experiences: 1) discover the value of CRM; 2) plan the right strategy; 3) act to execute the strategy with precision; and 4) optimize your results. This report is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: 2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

    Vision: The Contact Centers For Customer Service Playbook

    January 24, 2018Kate Leggett

    We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.

  • For Application Development & Delivery Professionals

    REPORT: Five Key CRM Trends For 2018 That Shape How Companies Drive Relationship And Revenue

    Vision: The CRM Playbook

    January 16, 2018Kate Leggett

    In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but companies have only started to tap into the true power of these solutions. This report summarizes the top trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2018. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Webinar: The Top 10 Customer Service Trends Of 2018

Date: March 19, 2018
Time: 1:00 PM-2:00 PM Eastern Standard Time
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