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.

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  • Nigel Fenwick
  • For CIO Professionals

    Report:Brief: Drive Digital Service Transparency And Efficiency With Data And Analytics

    The US Digital Services Playbook Series

    In August 2014, the White House announced the creation of the US Digital Service, which promptly released a US Digital Services Playbook. This playbook, which spans the fields of customer experience,...

    • Downloads: 137
  • For CIO Professionals

    Blog:Predictions 2016: Welcome To The Digital Savvy, Customer Obsessed CIO

    It’s that time of year! The time when every prognosticator comes up with their predictions for the next year. And this year my colleague Pascal and I took the lead in developing our...

    • For CIO Professionals

      Blog:The State Of Digital Business 2016 to 2020

      In the first in a series of reports examining the results of our latest survey on digital business, conducted in partnership with Odgers Berndtson, I look at executive perception of the impact of...

      • For CIO Professionals

        Report:Resolving The Collaboration Paradox

        Employee Collaboration Platforms Receive An Injection Of Automation

        The success of any collaboration platform depends, in part, on the ability of the system to enable employees with a problem to connect with employees who can solve that specific problem. But so far,...

        • Downloads: 275
      • For CIO Professionals

        Report:The State Of Digital Business, 2015 To 2020

        By 2020, Execs Expect To See The Majority Of Their Revenues Driven By Digital — Are You Ready?

        This is the first of three reports that analyze the results of our latest executive research on digital business. This report examines the readiness of companies to succeed in the age of the...

        • Downloads: 551
      • For CIO Professionals

        Blog:Unleash Your Digital Predator

        Your customers' digital experiences with other suppliers already shape their perceptions of value. Today, your customer assess the value of your services based in part on your ability to...

        • For CIO Professionals

          Charts & Figures:Telco Companies Face A Strategy Execution Crisis

          An Introduction To Digital Business For Telco CIOs

        • For CIO Professionals

          Blog:The #1 Cause Of Organizational Dysfunction

          At some level, I see dysfunction in almost every client I work with. This isn't something new. There probably isn't an organization on the planet without some level of dysfunction. Perhaps a...

          • For CIO Professionals

            Charts & Figures:At Fidelity, Many CX Design Sessions Take Place In Front Of Real Customers

          • For CIO Professionals

            Report:The State Of Digital Business 2014

            Forrester believes every business must transform into a digital business. Digital businesses continuously exploit digital technologies to both create new sources of value for customers and increase...

            • Downloads: 871
          • For CIO Professionals

            Blog:Digital Business 2014 Infographic

            Following the adage "a picture is worth a thousand words" we produced this infographic to support my keynote speech at the Technology Management Forum in Orlando (and the CMO CIO CX breakfast in...

            • For CIO Professionals

              Blog:Why Customer Experience Will Become The #1 CIO Priority

              Customer experience isn’t typically at the top of the CIO’s priority list but it was certainly front and center in New York this week. I believe things are about to change for CIOs. In...

              • For CIO Professionals

                Blog:Digital's Golden Rule: Always Save Your Customer’s Time

                Digital lessons from a recent hotel experience.   I’m sitting here in my hotel room writing this and watching the in-room dining web page on my phone fail. It’s apparently given up...

                • For CIO Professionals

                  Charts & Figures:Executives See Tech Management, Marketing, And eBusiness Teams As Poor Collaborators

                  Digital Business Insights For Retail CIOs

                • For CIO Professionals

                  Blog:How To Retain Your Most Creative Employees

                  There have already been plenty of articles written on the importance of creativity in the workforce. Assuming you buy into the importance of attracting creative types to your team, you...

                  • For CIO Professionals

                    Charts & Figures:Use Business Capability Maps To Drive Strategy Discussions

                  • For CIO Professionals

                    Report:Digitizing Non-Profit And Government

                    The State Of Digital Business 2014

                    While government agencies and non-profit organizations come to digital business with different agendas, for both, profit isn't the driving force of their missions. But do executives in these...

                    • Downloads: 196
                  • For CIO Professionals

                    Charts & Figures:Fidelity Has Structured IT To Support Customer-Oriented Business Units

                  • For CIO Professionals

                    Charts & Figures:Most Executives Lack Confidence In The CEO's Digital Vision

                    Executive Overview: The CIO Digital Transformation Playbook

                  • For CIO Professionals

                    Report:Brief: Digital Business 2014 — Telecommunications Industry

                    An Introduction To Digital Business For Telco CIOs

                    Digital business is different — it's not business as usual with a digital façade. Forrester defines digital businesses more broadly than just those firms selling products and services...

                    • Downloads: 341
                  • For CIO Professionals

                    Blog:Making Sense Of Digital Business: Four Can’t Miss Reports From 2014

                    In 2013 I wanted to help executives understand some of the fundamental changes that are happening in business because of the digital revolution. Big names capture the attention of the media –...

                    • For CIO Professionals

                      Report:Your Company Needs A Digital Business Acceleration Team

                      Process: The CIO Digital Business Transformation Playbook

                      As firms expand their digital footprint around the globe, CIOs face a challenge. Different local market teams have wildly varying levels of digital business capability, requiring different levels of...

                      • Downloads: 456
                    • For CIO Professionals

                      Blog:The Future Of Government Is Digital

                      Last March, we published The Future Of Business Is Digital and predicted that all businesses must evolve to become digital businesses. Since then, many CIOs in government agencies have asked about...

                      • For CIO Professionals

                        Charts & Figures:Digital Assets Add Value For Customers

                      • For Enterprise Architecture Professionals

                        Report:Quick Take: Teradata Must Lean Hard Into BT

                        Teradata Reinvents Itself As A Data Management ESV As Disruption Hits The Industry With Full Force

                        Teradata has enjoyed dominance as the best-of-breed in data warehousing for the largest of enterprises. But unprecedented disruption from open source solutions, simple cloud-based options, and...

                        • Downloads: 95