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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    • For CMO Professionals

      Blog:C'mon, Steve, What Do You Really Want?

      The speculation-o-meter just reached "absurd." Here's what Microsoft needs: - Critical-mass marketplace of ad buyers - Possibility to combine search marketplace, display marketplace, and direct...

      • For CMO Professionals

        Blog:Second-Day Thoughts on CBS-CNET

        I'm not quite as bearish on CBS-CNET as colleague Barry Parr. Barry's critiques of CNET ring true -- they're a former leading online media innovator that still has some good content, but has fallen...

        • Blog:Google's Achilles' heel

          Sure, people trust Google to come out with cool technology. But do they trust Google with their data and their privacy? Many don’t. Worse, many fear what Google does or could do with the data...

          • Charts & Figures:TechRadar™: Application Mobility Management, Q3 '15

            More-Demanding Requirements Spark Rapid Evolution And Leave Some Technologies In The Dust

          • For CIO Professionals

            Blog:CIOs Spoke, We Listened - Research Focus For 2010

            This past summer, Forrester conducted a series of in-depth interviews of CIOs (as well as some directors of IT planning and finance) to get a better understanding of their roles:  how they see...

            • 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 Enterprise Architecture Professionals

                Charts & Figures:TechRadar™: Application Mobility Management, Q3 '15

                More-Demanding Requirements Spark Rapid Evolution And Leave Some Technologies In The Dust

              • For eBusiness & Channel Strategy Professionals

                Blog:How Do I Get My Customers To Use My Mobile Services?

                You have to have a plan. It has to be part of your budget for mobile. There are hundreds of thousands of applications let alone SMS programs and mobile Web sites. You'll have to be active in...

                • For CMO Professionals

                  Blog:Keeping Score: 1Q08 Online Ad Growth

                  Microsoft/MSN showed solid online advertising growth, growing 39% in Q1 worldwide to $619 million. If you subtract aQuantive's ad revenue of $47 million, it still grew 29%. MSN, however, suffered...

                  • For Customer Experience Professionals

                    Blog:North American Interactive Design Agencies: Please Complete Our Survey

                    Calling all interactive design agencies in the US and Canada! I'm writing the update to Forrester's "Interactive Design Agency Overview, 2012" report, and I need your help to do it. Please...

                    • For CMO Professionals

                      Blog:Ad Industry Value: Up or Down?

                      Last week, while France, I, and indeed nearly the rest of Europe enjoyed long, bank holiday weekends, Ad Age heralded digital as the savior of agencies in their 64th Annual Report. ...

                      • For B2C Marketing Professionals

                        Report:Brief: Use Social Marketing To Advance Customers On Their Financial Services Journey

                        Social Is More Than Just A Discovery Tool

                        B2C marketing professionals in the financial services industry in Asia Pacific (AP) are active on social networks like Facebook and Twitter. But many are novices in using social marketing to win,...

                        • Downloads: 63
                      • 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 Enterprise Architecture Professionals

                          Charts & Figures:TechRadar™: Creation Phase Technologies

                        • For Application Development & Delivery Professionals

                          Blog:Social Media Will Play A Big Part In BI's Future

                          When preparing for our upcoming Forrester Data Management Tweet Jam (May 13th, 2-3pm ET) -“What BI is Not!”- we got together with a few of Forrester’s data management and BI...

                          • Blog:The Data Digest: Who Uses Location-Based Services?

                            Location-based social networks (LBSNs), apps that are downloaded on a mobile phone, offer organizations  a possibility of right-time, right-place marketing by connecting people and nearby points...

                            • For CMO Professionals

                              Blog:Suds

                              Amusing Journal story about Miller-sponsored Brew Blog that constantly tweaks archrival Anheuser-Busch. Stuffy Anheuser declines to comment, but a beer trade pub is certainly in a snit: Not so crazy...

                              • For Sourcing & Vendor Management Professionals

                                Blog:Telstra Analyst Event 2013: Many Rivers To Cross

                                Telstra hosted its annual analyst event in Sydney on October 23 and 24. In his keynote address, CEO David Thodey compared Telstra’s customer advocacy journey to a triathlon that the firm...

                                • For CMO Professionals

                                  Blog:Signs of the End of Western Civilization, Part CCC

                                  From a PR email: "We’d love to see a post of it on your site for feature and/or preview. The show could best be described as “The Darwin Awards meets Faces of Death,” telling the true stories of...

                                  • For eBusiness & Channel Strategy Professionals

                                    Charts & Figures:Digital Transformation Impacts Every Stage Of The Customer Life Cycle

                                  • For Sourcing & Vendor Management Professionals

                                    Report:The Importance Of Evaluating Your Vendor's Training Capability: What You Need To Know

                                    The Infosys Global Education Center Highlights Why Training Is A Competitive Differentiator

                                    As technology services demand begins to outstrip supply — even in huge IT labor markets like India — sourcing and vendor management (SVM) executives need to evaluate and re-evaluate their...

                                    • Downloads: 252
                                  • 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 Enterprise Architecture Professionals

                                      Charts & Figures:TechRadar™: Growth Phase Technologies

                                    • For CIO Professionals

                                      Blog:What Survey Questions Should We Ask IT Infrastructure Buyers?

                                      Every spring I’m faced with the wonderful opportunity – and challenge – of choosing the best questions for Forrester's annual 20 minute Web survey of commercial buyers of IT...

                                      • Blog:Sky Songs Becomes Bye Songs

                                        Sky’s much vaunted music service Sky Songs in the UK has announced that it is closing its virtual doors a little over one year after launch.  As I’ve been saying for some time,...

                                        • For eBusiness & Channel Strategy Professionals

                                          Report:Three Things Frightening Retailers Now

                                          An Analysis Of Web-Related Risk Factors Disclosed In SEC Filings

                                          eCommerce and technology have become a larger part of retail companies overall, but the benefits of web sales also come with significant risks. We looked at the risk factors cited in the U.S....

                                          • Downloads: 292