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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  • Stephen Powers
  • For Application Development & Delivery Professionals

    Report:Predictions 2015: Digital Experience Delivery Platforms Become Flexible Or Lose Momentum

    Application development and delivery (AD&D) and digital marketers' worlds will collide in 2015. Shared platforms, customer data, budgets, and priorities will emerge within B2C and progressive B2B...

    • Downloads: 351
  • For Application Development & Delivery Professionals

    Charts & Figures:Multiple Groups Own Digital Experience Technology Budgets

    Business Case: The Digital Experience Delivery Playbook

  • For Application Development & Delivery Professionals

    Report:Refocus The Digital Experience Technology Investment Discussion

    As the age of the customer progresses, the skyrocketing demand for technology for digital experience delivery adds a new twist to justification discussions for tech spending. This means...

    • Downloads: 718
  • For Application Development & Delivery Professionals

    Charts & Figures:Example Digital Experience Technology Business Benefits

  • For Application Development & Delivery Professionals

    Charts & Figures:Many Roles Contribute To The Business Case

  • For Application Development & Delivery Professionals

    Report:Predictions 2014: Digital Experience Delivery Matures With Smart Investment

    AD&D Should Adjust Priorities To Build And Buy Appropriate Tools

    Digital experience priorities must quickly evolve to keep up with fast-paced or fickle customer expectations evidenced by adoption patterns for smartphones, Facebook, or Snapchat. Given the frantic...

    • Downloads: 394
  • For Application Development & Delivery Professionals

    Report:Drive Unified Digital Customer Experiences With Better Technology Strategies

    Executive Overview: The Digital Experience Delivery Playbook

    Digital customer experience has become a key business differentiator, and application development and delivery (AD&D) leaders of front-office, web, mobile, and digital development must step up to...

    • Downloads: 2389
  • For Application Development & Delivery Professionals

    Charts & Figures:Sample Investment Cost Categories

  • For Application Development & Delivery Professionals

    Blog:Ignore Digital Experience Delivery Technologies At Your Own Peril

    Ignore digital experience delivery platforms in 2015, and you’ll spend all of 2016 playing catch up.   Since 2013, no fewer than eight vendors announced enterprise-class solutions vying to...

    • For Application Development & Delivery Professionals

      Charts & Figures:Key Elements Of A Business Technology Business Case

    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Digital Experience Platforms, Q4 2015

      The 10 Providers That Matter Most And How They Stack Up

      In Forrester's 40-criteria evaluation of digital experience platform vendors, we identified the 10 most significant software providers — Acquia, Adobe, Demandware, EPiServer, IBM, Oracle, SAP...

      • Downloads: 763
    • For Application Development & Delivery Professionals

      Charts & Figures:Total Economic Impact™ Value Delivery Process

    • For Application Development & Delivery Professionals

      Blog:Developers Hold The Key To Your Business’ Brand

      By now, you all know that in order for your company to win, it needs to be customer obsessed. But how do you support that obsession from a technical standpoint? It takes innovation, and the key to...

      • For Application Development & Delivery Professionals

        Blog:Content, Commerce, And The Sitecore News

        In-line editing? Check. Personalization? Check. Testing and optimization? Check. As the web content management market matures, functional differentiators have become tougher to find. One of the...

        • For Application Development & Delivery Professionals

          Blog:The Great Race to Develop a Digital Experience Delivery Backbone

          “A unified platform for content, community and commerce.” “A complete set of integrated solutions helps you maximize and measure your impact in more ways than ever before.”...

          • For Application Development & Delivery Professionals

            Report:The Forrester Wave™: Digital Experience Delivery Platforms, Q3 2014

            Vendors From A Variety Of Backgrounds Vie To Be More Than A Basket Of Solutions

            In Forrester's 29-criteria evaluation of digital experience delivery providers, we identified the 13 most significant software vendors — Acquia, Adobe, Demandware, Digital River, HP Autonomy,...

            • Downloads: 1435
          • For eBusiness & Channel Strategy Professionals

            Report:Commerce And Content: The Perfect Couple Or A Tumultuous Affair?

            Choosing Between eCommerce And Web Content Management Solutions

            Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

            • Downloads: 565
          • For Application Development & Delivery Professionals

            Blog:Drive Customer Experiences With Better Technology

            The Age of the Customer is upon us and as a result, market leading strategies for mobile, big data, and customer experience are now required to satisfy an increasingly demanding client...

            • For Application Development & Delivery Professionals

              Report:Content And Commerce: The Odd Couple Or The Power Couple?

              How To Choose Between Using A Web Content Management Solution, An eCommerce Platform, Or Both

              Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

              • Downloads: 393
            • For Application Development & Delivery Professionals

              Blog:Behind The Scenes Of The WCM Wave For Digital Customer Experience

              David Aponovich and I recently published a Forrester Wave™ on web content management for digital customer experience. In this videocast, David and I talk about how we did the research that went...

              • For Application Development & Delivery Professionals

                Blog:Podcast: The Intersection of Customer Experience and Business Technology

                As organizations continue their journey in the Age of the Customer, business technology leaders have a challenge ahead of them. As my colleague Harley Manning wrote in his blog earlier this week,...