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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17 results in Everything

  • Vikram Sehgal
  • For Marketing Leadership Professionals

    Report:The Worldwide Tablet Forecast

    A ForecastView Report

    Forrester recently launched its first global tablet forecast. This report provides color and insight into the numbers behind the forecast. We examine some of the key drivers from both a consumer and...

    • Downloads: 168
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (US)

    ForecastView Document

    Derived from the US online retail forecast, this forecast details the online retail spending in the US during the holiday season (i.e., November and December). This includes historical data going...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2013 To 2018 (US)

    ForecastView Spreadsheet

    US online retail sales continue to thrive: They accounted for almost 9% of the $3.2 trillion total retail market in 2013 and will continue to grow at a compound annual growth rate (CAGR) of nearly...

    • Downloads: 13
  • For Data Insights Professionals

    Blog:Broadband Has Broad Appeal In Western Europe

    With Jeff Wray With almost 80% of homes in the EU-7 (France, Germany, Italy, Netherlands, Spain, Sweden, and UK) having online access in 2013, Internet connections are a standard household component...

    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2012 To 2017 (US)

      ForecastView Spreadsheet

      Total offline retail sales that are influenced by online (including mobile) research. Offline-influenced retail sales by 30 retail categories such as PCs, apparel, housewares, and consumer...

      • Downloads: 10
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2011 To 2016 (US)

      ForecastView Spreadsheet

      Web-Influenced Retail Sales Forecast (US): Total offline retail sales that are influenced by online (including mobile) research. Offline-influenced retail sales by 30 retail categories such as...

      • Downloads: 6
    • For Marketing Leadership Professionals

      Report:Forrester Research Search Engine Marketing Forecast, 2011 To 2016 (Western Europe)

      ForecastView Spreadsheet

      Spending on paid search and search engine optimization (SEO) for each of the 17 Western European countries. Includes historical data going back to 2001 for paid search plus a five-year forecast.

      • Downloads: 2
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Retail Forecast, 2014 To 2019 (Latin America)

      ForecastView Spreadsheet

      eCommerce in the Latin American markets covered in this forecast (Mexico, Brazil, and Argentina) will continue to enjoy robust growth for years to come. Compound annual growth rates (CAGRs) of online...

      • Downloads: 7
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Retail Forecast, 2012 To 2017 (US)

      ForecastView Spreadsheet

      Online retail spending by 30 retail categories such as PCs, apparel, housewares, consumer electronics, and baby products. Includes metrics, by category, such as online buyers, average spending per...

      • Downloads: 20
    • For Data Insights Professionals

      Blog:The Future Of European Digital Banking: Mobile, Tablet, Or Both?

      with Jeff Wray It is safe to say that online and mobile banking have hit mainstream. Today, more than half of all adults with a bank account in France, Germany, Italy, Netherlands, Spain, Sweden, and...

      • For eBusiness & Channel Strategy Professionals

        Report:Forrester Research Web-Influenced Retail Sales Forecast, 2013 To 2018 (US)

        ForecastView Spreadsheet

        While online retail sales continue to grow, the impact of the Web on overall retail is much larger. With the proliferation of smartphones, the large installed base of tablets, and general...

        • Downloads: 14
      • For Marketing Leadership Professionals

        Report:ForecastView — An Overview Of Our Global Forecasts

        Forrester's ForecastView service provides reliable insight into the online, mobile, and emerging technology markets. It offers a framework for understanding market drivers and inhibitors and helps...

        • Downloads: 4
      • Report:Forrester Research Online Retail Forecast, 2011 To 2016 (Asia Pacific)

        ForecastView Spreadsheet

        Online retail spending by category in South Korea, Japan, Australia, India, and China. Includes online buyers and online spending per buyer by categories such as computer hardware and software,...

        • Downloads: 7
      • For Marketing Leadership Professionals

        Report:Forrester Research Mobile Application Spending Forecast, 2014 To 2019 (US)

        ForecastView Spreadsheet

        US mobile app downloads represented 17% of the global total in 2014, and revenue from US app downloads and in-app purchases accounted for 20% of all worldwide spending, at $6 billion. As the largest...

        • Downloads: 2
      • For eBusiness & Channel Strategy Professionals

        Report:Forrester Research Online Retail Forecast, 2012 To 2017 (Latin America)

        ForecastView Spreadsheet

        Online retail spending by category in Mexico, Brazil, and Argentina. Includes online buyers and online spending per buyer by categories such as computer hardware and software, consumer...

        • Downloads: 8
      • For eBusiness & Channel Strategy Professionals

        Blog:India’s eCommerce Woes: Managing Logistics Challenges In India

        Coca-Cola recently announced that it is jumping into the red-hot Indian online retail arena by selling directly to consumers and small businesses, a first for a FMCG (CPG) company in India. While the...

        • For Marketing Leadership Professionals

          Report:Forrester Research Online Display Advertising Forecast, 2014 To 2019 (US)

          ForecastView Spreadsheet

          While various forms of interactive marketing and channels are taking hold, marketers are distributing their advertising budgets in order to find the most effective form of advertising to meet their...

          • Downloads: 7