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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29 results in Everything

  • Stephen Powers
  • 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: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 Revival Of Digital Asset Management

          This is a guest post from Anjali Yakkundi, a Researcher at Forrester Research. It originally appeared on destinationCRM.    By now, everyone knows that engaging and dynamic customer...

        • 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

            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: 2061
          • For Application Development & Delivery Professionals

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

          • For Application Development & Delivery Professionals

            Blog:Four Points To Ponder In A Digitally Disruptive World

            It’s amazing how quickly the world of digital experiences is changing technology, and vice-versa. I’ve covered web content management (WCM) since I joined Forrester in 2006, and that...

            • For Application Development & Delivery Professionals

              Charts & Figures:Sample Investment Cost Categories

            • 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,...

              • 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

                  Charts & Figures:Multiple Groups Own Digital Experience Technology Budgets

                  Business Case: The Digital Experience Delivery Playbook

                • 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

                    Charts & Figures:Total Economic Impact™ Value Delivery Process

                  • For Application Development & Delivery Professionals

                    Report:Unify The Digital Experience Across Touchpoints

                    Create A Consistent Experience To Engage Customers

                    Today's rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fueled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV, goggles...

                    • Downloads: 1551
                  • For Application Development & Delivery Professionals

                    Blog:What Is IT’s Role In Digital Customer Experience Strategies?

                        This is a guest post from Anjali Yakkundi, a researcher serving application development & delivery professionals.  Organizations today often take a broad focus on digital customer...

                    • For Application Development & Delivery Professionals

                      Report:Refocus The Digital Experience Technology Investment Discussion

                      Business Case: The Digital Experience Delivery Playbook

                      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: 601
                    • For Customer Experience Professionals

                      Report:Contextualization

                      Delivering Relevant Experiences In The Multichannel World

                      Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

                      • Downloads: 662
                    • 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: 508
                    • For Application Development & Delivery Professionals

                      Blog:An Interactive Discussion About Digital Customer Experience Strategies

                      Over the past year, we’ve been discussing — through our research and client interactions — the issues involved with digital customer experiences. What’s interesting about this...

                      • For Application Development & Delivery Professionals

                        Blog:The North Plains/Xinet Acquisition: Not A DAM Game-Changer

                        Guest post from Researcher Anjali Yakkundi North Plains, a legacy pure-play digital asset management (DAM) vendor based out of Toronto, Ontario, announced today that it has agreed to buy fellow...

                        • 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:Many Roles Contribute To The Business Case

                          • 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: 1070
                          • For Application Development & Delivery Professionals

                            Charts & Figures:Example Digital Experience Technology Business Benefits

                          • For Application Development & Delivery Professionals

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

                            Vision: The Digital Experience Delivery Playbook

                            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: 241