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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  • Past 18 months
  • Customer Insights
  • Packaged Solutions
  • For Customer Insights Professionals

    Charts & Figures:Defining The Ownership Of Eight Data Functions

    Who Does What To Maximize The Impact Of Customer Data

  • For Customer Insights Professionals

    Charts & Figures:Data Functions In The Information Management Operating Model Showing Ownership

  • For Customer Insights Professionals

    Report:Quick Take: Oracle Acquires Offline Data Powerhouse Datalogix

    The Deal Touts Ubiquitous Customer Recognition And Targeting, But Only If Oracle Manages The Integration Well

    On December 22, 2014, Oracle announced that it has signed an agreement to acquire Datalogix, the Colorado-based consumer transaction data firm. This acquisition adds yet another significant data...

    • Downloads: 98
  • For Customer Insights Professionals

    Report:Quick Take: Teradata Exits The Enterprise Marketing Technology Business

    The Marketing Cloud Wars Claim A Sizeable Casualty

    Within its November 5, 2015, statement on its declining Q3 2015 revenues, Teradata announced its intention to sell off the Teradata Integrated Marketing Cloud business. This decision not only...

    • Downloads: 48
  • For Customer Insights Professionals

    Report:It's Time To Raise The Bar With Analytics

    Assessment: The Customer Analytics Playbook

    Customer analytics allows marketers to get smarter about customer behavior using advanced analytical and statistical methods. Although the science and math behind the analytics are key to success,...

    • Downloads: 981
  • For Customer Insights Professionals

    Report:Partnerships Accelerate Customer Insights

    How Outside Firms Help Tackle Transformation Challenges

    Customer insights (CI) professionals and marketing leaders who have yet to transform from a product-focused to customer-centric strategy and cash in on the promise of turning customer data into big...

    • Downloads: 171
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Enterprise Marketing Software Suites, Q4 2014

    The Eight Providers That Matter Most And How They Stack Up

    In Forrester's 46-criteria evaluation of enterprise marketing software suite (EMSS) vendors, we identified the eight most significant software providers in the category — Adobe, IBM, Marketo,...

    • Downloads: 1024
  • For Customer Insights Professionals

    Report:How Dirty Is Your Data?

    Strategic Plan: The Personal Identity And Data Management Playbook

    As personal identity management (PIDM) begins to take shape, companies must think about their customer insights (CI) practices differently. Today's data governance policies — the rules that...

    • Downloads: 613
  • For Customer Insights Professionals

    Report:Prepare For A World Of Consumer-Managed Data

    Executive Overview: The Personal Identity And Data Management Playbook

    Amid the talk of big data, privacy, and personal clouds, another important trend has emerged: Consumers are increasingly aware of the data they create as they move about the Web and engage with...

    • Downloads: 537
  • For Customer Insights Professionals

    Report:Define Data Responsibilities To Boost Enterprise Intelligence

    Who Does What To Maximize The Impact Of Customer Data

    As firms try to ramp up their data capabilities to make the best use of customer data, they are finding a lot wrong with the state of their organization. They lack the skills and knowledge they need,...

    • Downloads: 178
  • For Customer Insights Professionals

    Report:Turn Data Into Intelligence With Customer Analytics

    Executive Overview: The Customer Analytics Playbook

    Big data signals a step change in the availability of customer data and is providing firms with their biggest opportunity yet to understand their customers. The sheer scale and diversity of customer...

    • Downloads: 1522