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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    • For Infrastructure & Operations Professionals

      Blog:VMware Wants To Be Your Network Operating System Of Choice

      Whenever a company changes the name of their major product you often have to wonder what level of change they are trying to signal. In the case of VMware which changed ESX to vSphere yesterday, the...

      • For Infrastructure & Operations Professionals

        Blog:Covetus The Sun Installed Base

        The value of Sun’s Solaris installed base proved its worth once again this week as Oracle found it too tempting to pass up and pulled the trigger trumping IBM. A large percent of...

        • For Analyst Relations Professionals

          Workshop:Raise Your Game In Waves, MQs, And Other Major Evaluations

          Major comparative evaluations of technology or service sellers, like the Wave and the MQ, play a central part in the analyst relations (AR) programs of included vendors. Leadership placements can...

          • For Infrastructure & Operations Professionals

            Blog:Is a CMDB even possible?

            This is one of the most frequently asked questions I get in my many interactions with people on the topic of CMDB. The short answer is, “A CMS is possible, but the common model of CMDB is not.” I...

            • For B2C Marketing Professionals

              Blog:Introduce The Marketing RaDaR To China

              Marketers in China are becoming more aware of the effectiveness of their marketing spending. They will no longer blindly spend a lump sum on China Central Television’s ad auction, for example....

              • For Customer Experience Professionals

                Charts & Figures:Voice Of The Customer Programs Are Using More Unsolicited, Unstructured Data

              • Blog:Forrester Consumer Product Strategy Podcast Episode 3

                Click on the video below to view the latest episode in our podcast series "Find Your Popcorn." In this episode, CPS analyst James McQuivey answers the question "Will consumers ever pay for...

                • For Infrastructure & Operations Professionals

                  Blog:Adaptive Infrastructure No Longer Just A Vision

                  At the beginning of this decade HP put forth a vision for the future data center that they have now fulfilled with both products and services offerings. Viewed by some at the time as a reaction to...

                  • For Analyst Relations Professionals

                    Workshop:Raise Your Game In Waves, MQs, And Other Major Evaluations

                    Major comparative evaluations of technology or service sellers, like the Wave and the MQ, play a central part in the analyst relations (AR) programs of included vendors. Leadership placements can...

                    • For CIO Professionals

                      Blog:SOA: Dead Or Alive?

                      by Sharyn Leaver Some recent buzz in the industry would have you believe that “SOA is dead,” but that just isn’t the case — SOA is far from being dead, outdated, or...

                      • For CMO Professionals

                        Blog:Having Faith In Apple Plus Beats

                        A media frenzy arose last night when the Financial Times suggested it had word from the inside that Apple is closing in on buying Beats Electronics for $3.2 billion. The immediate response from all...

                        • For Customer Experience Professionals

                          Charts & Figures:Progressive Pushes Customer Feedback Out To Employees Across The Company

                        • For Application Development & Delivery Professionals

                          Blog:BI vs. Analytics

                          I know many of you already know my position on this, but I thought I'd get it out in the open and challenge all of you with a controversial discussion. In my definition – and believe...

                          • For Application Development & Delivery Professionals

                            Blog:Forrester's 5 Key Capabilities For Customer Service

                            Businesses, in 2011, are refocusing on strategies that differentiate them from their competitors. One way to do this is by focusing on customer service. We see that organizations are ramping up their...

                            • For Infrastructure & Operations Professionals

                              Blog:Nortel's Financial Firestorm: Implications For I&O Clients

                              Nortel’s future does not look bright. It admitted to huge financial reporting misstatements in 2002 and 2003, and the Canadian federal police are pursuing the former CEO, CFO, and comptroller for...

                              • For CMO Professionals

                                Forum:Forrester's Forum For CMOs And CIOs

                                During this intimate, invitation-only gathering, a selected group of senior leaders will step away from their day-to-day responsibilities to consider fresh ideas, find unexpected sources of...

                                • For Infrastructure & Operations Professionals

                                  Blog:The Open Cloud Manifesto

                                  The Open Cloud Manifesto, backed by its thirty-six firms that signed on with its debut, outlines core value propositions, points out challenges, sets goals, and then lists several principles of what...

                                  • For Security & Risk Professionals

                                    Report:Identify, Engage, And Train Mobile Stakeholders

                                    This report outlines the change management recommendations of Forrester's solution for security and risk (S&R) and infrastructure and operations (I&O) executives working on mobile security and...

                                    • Downloads: 459
                                  • 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 B2C Marketing Professionals

                                      Charts & Figures:Listening Device Penetration Among US Adults

                                    • For B2C Marketing Professionals

                                      Blog:Announcing The Forrester International Groundswell Awards

                                      I'm thrilled to announce that this year Forrester will present the first-ever Forrester International Groundswell Awards! The Forrester Groundswell Awards are our effort to recognize not just...

                                      • For B2C Marketing Professionals

                                        Blog:2011 Agency Predictions

                                        Over the past couple of years, we’ve seen some dramatic shifts in the agency landscape. In what Forrester has dubbed “The Great Race For Relevancy,” virtually every type of agency...

                                        • For CIO Professionals

                                          Charts & Figures:Agility Requires Prowess In Both Awareness And Execution

                                        • For B2C Marketing Professionals

                                          Charts & Figures:Target Ad And Landing Page Clearly Display Keyword

                                        • For Infrastructure & Operations Professionals

                                          Blog:Forrester Client Choice 2009

                                          2008 was a tumultuous year for IT Infrastructure & Operations professionals. With an uncertain economic climate continuing to affect decisions in 2009, many companies have been forced to change the...