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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  • Patti Freeman Evans
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2013: US Online Apparel Retailers

    The US online apparel retail market is highly competitive. To see whether top US online apparel retailers offer a best-in-class online retail experience, Forrester analyzed Abercrombie & Fitch,...

    • Downloads: 459
  • For eBusiness & Channel Strategy Professionals

    Report:Strategic Staffing For Mobile eBusiness

    As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

    • Downloads: 402
  • For eBusiness & Channel Strategy Professionals

    Blog:Harnessing the Mobile Revolution -- End-to-End

    Engaging with users via mobile is now unavoidable - no surprise there. By 2016, smartphone subscriptions in the US will likely outnumber people and in Europe, almost 70% of the population will own...

    • For eBusiness & Channel Strategy Professionals

      Blog:Inhibitors And Drivers In Japan’s Retail Market

      I spent last week in Tokyo, Japan.  Given that an increasing number of our clients are eyeing Japan’s eCommerce market, I thought it would be interesting to share some observations from my...

      • For eBusiness & Channel Strategy Professionals

        Report:Website Functionality Benchmark 2012: US Online Grocers

        Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

        Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

        • Downloads: 487
      • For eBusiness & Channel Strategy Professionals

        Report:The Mobile eBusiness Ecosystem

        Stakeholder Map: The Mobile eBusiness Playbook

        This report outlines the stakeholder map of the mobile eBusiness playbook, which is designed to drive value through mobile services. This report should be used by eBusiness professionals to plan and...

        • Downloads: 614
      • For eBusiness & Channel Strategy Professionals

        Blog:eBusinesses Use Digital to Deal with Sandy

        eBusiness professionals have disaster recovery plans in place to deal with nearly annual storms across the country.  How many times have we heard of a snow storm November and December slamming...