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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Market Imperatives

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  • Customer Insights
  • Carlton A. Doty
  • For Customer Insights Professionals

    Blog:MARKETING 2016 Guest Q&A – The Next Wave: Age Of The Customer

    You might have read my blog post last month about why you should attend this year’s MARKETING Forum in New York. The event is just around the corner, and I’m looking forward to all...

    • For Customer Insights Professionals

      Blog:MARKETING 2016 Guest Q&A with Antonio Sciuto, Nestlé Waters

      The customer journey is vital to success in the age of the customer, and as technology advances, collecting data can help personalize the experience from start to finish. At MARKETING this week,...

      • For Customer Insights Professionals

        Report:Predictions 2016: The Path From Data To Action For Marketers

        How Marketers Will Elevate Systems Of Insight

        The ballooning scale and diversity of customer data in 2016 will provide rich new sources of insight, equipping firms to engage with customers in novel ways and disrupt entire industries. But...

        • Downloads: 355
      • For Customer Insights Professionals

        Blog:Where To Find Our Consumer Product Strategy Analysts

        First and foremost, I want to take this opportunity to thank our loyal readers of Forrester’s Consumer Product Strategy (CPS) blog. This will be the final post for the CPS blog, but never fear,...

        • For Customer Insights Professionals

          Blog:Harness The Power Of Customer Context To Deliver Utility

          Last month, we had one of our best Forrester Forums For Marketing Leaders that I've been to, and I've been to all of them. With an on-site audience of nearly 1,000 marketing professionals, I...

          • For Customer Insights Professionals

            Report:Health Insurers: Prepare For Survival Of The Fittest

            Customer Insights Are Critical To Your Evolution

            Whether or not health insurers are ready, the age of the customer is the new reality and it demands customer obsession. The only successful strategy is to focus your business decisions on consumer...

            • Downloads: 255
          • For Customer Insights Professionals

            Blog:Q&A with Lori Tieszen, SVP & CMO, Stoli Group USA

            It’s hard to believe it’s been nearly a year since we introduced contextual marketing at our 2014 Forum for Marketing Leaders. At that event, we focused on new approaches to marketing...

            • For Customer Insights Professionals

              Blog:Q&A with Jim Berra, SVP & CMO, Carnival Cruise Lines

              In the wake of a series of negative and well-publicized events in early 2013, Carnival Cruise Lines has since engineered a strong recovery and ranks as the No. 1 improved US brand in terms of...

              • For Customer Insights Professionals

                Blog:Forrester’s 2016 Predictions: All That Data Will Finally Drive Business Action

                Do you consider yourself “data-driven”? If you’re like most business and technology leaders, you do. But the reality is that most businesses have only scratched the surface when it...

                • For Customer Insights Professionals

                  Blog:Q&A With Walter Levitt, CMO, Comedy Central

                  HBO Now. Sling TV. CBS All Access. It seems almost every day we learn about a new deal or a new service that will continue to fragment the way consumers watch the content they love. It’s also...

                  • For Customer Insights Professionals

                    Blog:Blinded By The Dream Of Having A Single Marketing Services Partner?

                    The Greek philosopher Heraclitus said "the only thing that is constant is change." Well, the CI services landscape seems to live and breath this saying. Today’s market demands are leading...

                    • For Customer Insights Professionals

                      Blog:It's Time For A New Approach To Marketing

                      Consumers don’t trust your ads. In fact, fewer than one out of four US online consumers trust offline ads, and the numbers are even worse for digital. It’s time for a new approach to...