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.

Refine your results

Date Range





Market Imperatives



171 results in Everything

  • J. P. Gownder
  • For Infrastructure & Operations Professionals

    Blog:Google Glass Helps Enterprise Workers Help Themselves

    Google recently announced an expansion of its Explorer Edition program to anyone in the U.S. — still at $1,500. This doesn't constitute the mass market release of the product; it's an...

    • For Infrastructure & Operations Professionals

      Blog:Salesforce Wear Continues To Drive Wearable Innovations

      Today Salesforce.com offered a formal update on its Salesforce Wear offering (which I wrote about at its release here). Salesforce Wear is a set of developer tools and reference applications that...

      • For Infrastructure & Operations Professionals

        Report:Brief: Windows 8.1 Update Improves Its Case For Enterprise Usage

        Update Opens Up New Customer-Facing Scenarios, But Barriers To Widespread Enterprise Adoption Persist

        Enterprises are finding more and more uses for tablets to complement business strategies. As enterprise-owned tablets become more commonplace, infrastructure and operations (I&O) professionals must...

        • Downloads: 85
      • For Infrastructure & Operations Professionals

        Charts & Figures:Public Measurements Reflect Browser Diversity

      • For Infrastructure & Operations Professionals

        Charts & Figures:Information Workers Self-Report Browser Diversity, Though IE Leads

      • For Infrastructure & Operations Professionals

        Blog:With Windows RT Struggling, Microsoft Should Bring Office To iPad

        One noteworthy detail emerged from Microsoft’s quarterly earnings call yesterday: A $900 million write-down for “inventory adjustments” related to the underperformance of Windows...

        • For Infrastructure & Operations Professionals

          Blog:Apple's iWatch Will Impact Workforce Enablement And Customer Interactions

          Tomorrow, Apple will reportedly unveil its wearable device, widely dubbed "iWatch" (though we don't yet know for certain what Apple will actually call the device). I'll be at the event in...

          • For Infrastructure & Operations Professionals

            Blog:How Tablets Can Revolutionize The Sales Process

            Over the past few years, tablets have reshaped computing for many enterprise workforces. But tablets aren't general-issue devices for all employees; instead, companies equip specific groups of...

            • For Infrastructure & Operations Professionals

              Blog:Wearables Should Underpin Customer-Centric Innovation

              In a new report, we lay out how I&O leaders can leverage wearables as a source of customer-centric innovation as they build their BT Agenda. As we have written, today the I&O role is changing,...

              • For Infrastructure & Operations Professionals

                Charts & Figures:Over Two-Thirds Of Information Workers Have Heard Of Google Glass

                How You Can Experiment With Glass Today Despite Privacy Concerns

              • For Infrastructure & Operations Professionals

                Report:Quick Take: Google Makes Glass Visible To The Enterprise

                Google's Embrace Of The Enterprise Market Will Unleash The Creative Forces Of Enterprise Applications

                Google has long showed off Google Glass for consumer use, but, on April 7, 2014, it explicitly shared the value that Google Glass holds for enterprise usage as well — and launched the Glass at...

                • Downloads: 123
              • For Infrastructure & Operations Professionals

                Blog:Salesforce Wear Aims To Turbo-Charge Both Enterprise And B2B2C Wearables Markets

                On June 10, Salesforce.com announced Salesforce Wear, a bundle of free tools and reference applications aimed at evangelizing the power of enterprise wearables. The offering supports six different...

                • For Infrastructure & Operations Professionals

                  Report:Quick Take: Google's Smart Contact Lens Project

                  Technological And Social Forces Will Drive A Long Tail Of Wearable Devices

                  Google released information about its latest wearable computing project — smart contact lenses. While the offering might sound like science fiction, the technology is real, and it could have...

                  • Downloads: 173
                • For Infrastructure & Operations Professionals

                  Charts & Figures:Chromebooks Haven't Generated Widespread Demand Yet

                  For Some Enterprises, Chromebooks Fill A Legitimate Computing Niche

                • For Infrastructure & Operations Professionals

                  Blog:Privacy Won’t Derail Wearables, But Could Undermine Your Company

                  Wearables are opening up exciting new scenarios for consumers and enterprise users alike, but the wider conversation on wearables has taken a privacy-oriented turn. The New York Times and WIRED,...

                  • For Infrastructure & Operations Professionals

                    Report:Brief: Using Technology To Drive In-Store Customer Engagement

                    How To Start Employing Emerging Technologies To Join Physical And Virtual Shopping Experiences

                    Infrastructure and operations (I&O) professionals at retail firms have an opportunity to help their companies employ in-store technologies to craft superior engagement strategies. As I&O becomes a...

                    • Downloads: 313
                  • For Security & Risk Professionals

                    Report:Quick Take: Android For Work Upends Multiple Markets

                    On February 25, 2015, Google publicly announced its latest functionality updates to the Android OS, titled "Android for Work" (AFW). The efficiency and security improvements delivered by AFW will...

                    • Downloads: 2
                  • For Infrastructure & Operations Professionals

                    Report:Building A Fitter Business With Wearable Technology

                    How I&O Can Help Boost Corporate Wellness Programs With Wearable Technology

                    Infrastructure and operations (I&O) professionals have navigated the transition from deploying laptops to managing mobile devices like tablets and smartphones — and the next stop will be...

                    • Downloads: 446
                  • For Infrastructure & Operations Professionals

                    Charts & Figures:Sample Customer Concerns With Google Glass In Three Scenarios

                  • For Infrastructure & Operations Professionals

                    Charts & Figures:Tablet Deployment Has Grown Rapidly For Sales Roles

                    Partner With Sales Leaders Or Lose Control Of Tablet Purchasing

                  • For Infrastructure & Operations Professionals

                    Report:Navigating Diversity In Operating Systems And Browsers

                    Heterogeneity Is Here — And Mobility Is Driving It Further

                    Infrastructure and operations (I&O) professionals face a splintered landscape of operating systems (OSes) and browsers, which complicates investment decisions tied to what they deploy and support for...

                    • Downloads: 328
                  • For Infrastructure & Operations Professionals

                    Charts & Figures:Technology Has A Long History Of Privacy Concerns

                  • For Infrastructure & Operations Professionals

                    Blog:Wearables Require A New Kind Of Ecosystem

                    In the fast-moving markets of wearables and IoT, it's easy to be dazzled by new technologies. But what's more impressive to Forrester is a coherent, disruptive business model. I've...

                    • For Infrastructure & Operations Professionals

                      Blog:The Tablet Market Is Fragmenting Into Subcategories

                      In recent research, I have laid out some similarities and differences between tablets and laptops. But the tablet market is growing ever more fragmented, yielding subtleties that aren’t always...

                      • For Infrastructure & Operations Professionals

                        Report:Brief: How I&O Leaders Should Prepare For Apple's Leap Into The Wearables Market

                        Apple's iWatch Will Become A Critical Tool For Workforce Enablement And Customer Interactions

                        Wearables offer enterprises powerful tools for empowering workers and engaging customers. As company-owned devices, devices like Google Glass are already helping employees such as surgeons perform...

                        • Downloads: 104