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 Infrastructure & Operations Professionals

      Blog:What Cisco’s EnergyWise Technology Means To Green IT

      To date, IT pros have given very little attention to the “greening” of the network. Why? Three words: follow the money. According to recent Forrester research, the top motivation for...

      • For Infrastructure & Operations Professionals

        Blog:Five Reasons To Consider PC Power Management

        The rolodex of Green IT projects available to IT leadership is seemingly endless. But at some point, prioritization is necessary, and IT professionals tend to gravitate to those projects that produce...

        • For Infrastructure & Operations Professionals

          Blog:Blue Coat: Creating An Economic Advantage For Users In 2009?

          Last week, Blue Coat gathered analysts in New York City for its Application Delivery Network Briefing Event to showcase its newest offerings, some of which are not yet released, and give the analyst...

          • Charts & Figures:Target Lets Users Customize A Price Range

          • 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:Target Lets Users Customize A Price Range

            • For B2C Marketing Professionals

              Blog:Now Accepting Entries For The 2010 Forrester Groundswell Awards

              [Originally published by Josh Bernoff on the Groundswell blog.] We first started the Forrester Groundswell awards in 2007. What a great run! We've seen applications like the one that the...

              • For Infrastructure & Operations Professionals

                Blog:How Is The Economy Driving IT Consolidation?

                There's been plenty of news on the state of the economy and how it's affecting everything from the length of the work week to the ability to travel, even Steven Colbert has been forced to make some...

                • For CIO Professionals

                  Blog:Alignment’s Ailment: IT Strategy’s Focus Shifts To Agility

                  by Alexander Peters, Ph.D.  I haven’t heard much about alignment recently and I wonder if the subject is loosing its appeal. In 2008 SIM spotted IT-business alignment as the No.1...

                  • 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:Walmart.com Provides Detailed Customer Reviews

                    • For Infrastructure & Operations Professionals

                      Blog:Speech Analytics Does Not Replace Quality Monitoring

                      I have been getting several inquiries asking if speech analytics is a replacement for quality monitoring software in contact centers. Speech analytics is a valuable tool for monitoring your...

                      • For B2C Marketing Professionals

                        Blog:Adobe/Demdex Deal Is Big News For The Interactive Marketing Technology Ecosystem

                        Earlier this month, Forrester published a report on audience data management platforms (DMPs) for digital publishers. It’s a testament to the rapid pace of change in this space that our...

                        • For Infrastructure & Operations Professionals

                          Blog:What's He Building In There?

                          Tom Waits fans know the title of this post as one of his pieces and one that was used in the Enron documentary "The Smartest Guys In the Room." There's a YouTube video of the Waits piece here, if...

                          • For Infrastructure & Operations Professionals

                            Blog:IBM gets serious about cloud computing

                            We've known for a while that cloud computing is important to IBM. It seems nearly every division has an effort in some aspect of the opportunity. And marketing has done its best to make it all look...

                            • 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 Experience Professionals

                                Charts & Figures:Kmart Presents Search Results In A Useful Interface

                              • Blog:Analyst Comments From PTC/User World Conference 2010

                                This is the third time in four years that I’ve attended PTC’s User Conference in Orlando, Florida, and it’s somewhat remarkable how in each of these years, the company has used...

                                • For Application Development & Delivery Professionals

                                  Blog:When ROLAP Is Not A ROLAP

                                  I get many inquiries on the differences and pros and cons of MOLAP versus ROLAP architectures for analytics and BI. In the old days, the differences between MOLAP, DOLAP, HOLAP, and ROLAP were...

                                  • For CIO Professionals

                                    Report:CIOs: Organize For Mobile Success

                                    Build And Support IDEA Teams To Drive Mobile Moments

                                    Customer expectations are soaring as the mobile mind shift accelerates. In order to meet those expectations, CIOs must work closely with their business peers. Where to start? We suggest a four-part...

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                                  • For Enterprise Architecture Professionals

                                    Charts & Figures:Companies Are Increasing Business Spend On Tech Professionals

                                    Organization: The Emerging Technology Playbook

                                  • For CIO Professionals

                                    Charts & Figures:I&O Looks Up At Cloud; Developers Look Down Into It

                                  • For Infrastructure & Operations Professionals

                                    Blog:Where's The Wi-Fi Marketing?

                                    I'm concerned about the state of WLAN vendor marketing. In the last year, a relatively precipitous drop-off of marketing driven "news" has occurred in my RSS reader, and a noticeable lack of "pitch...

                                    • For Infrastructure & Operations Professionals

                                      Blog:Knowing Isn't Hot But It Should Be

                                      Last week Jason Newton at HP blogged about what his company thinks (or at least wants you to think) are the hot trends in the data center for 2009. He provides a good list that's less a reflection...

                                      • For B2C Marketing Professionals

                                        Blog:Another FTC event, still nothing final

                                        Yesterday's FTC hearings on behavioral targeting failed to create any regulations, but did outline that BT can be both good and bad. Compared to the scare that spam caused, the FTC has been...

                                        • For Application Development & Delivery Professionals

                                          Blog:Your Apps Portfolio In 2020: How Do You Get There From Here?

                                          In Champions Of Change: The App Dev & Delivery Role In 2020, we began to think about the business climate in the year 2020 and how it affects the application development and delivery role....