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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128 results in Everything

  • Ed Ferrara
  • For Security & Risk Professionals

    Report:AWS Cloud Security

    AWS Takes Important Steps For Securing Cloud Workloads

    Security to and from the cloud is a hot topic. The notion that cloud technologies should not be used by large enterprises due to security concerns is rapidly fading. Security still ranks as the No. 1...

    • Downloads: 667
  • For Security & Risk Professionals

    Charts & Figures:SOC Analyst Emergency Skills

  • For Security & Risk Professionals

    Report:CISOs Need To Add Customer Obsession To Their Job Description

    Business Case: The S&R Practice Playbook

    In today's connected world, security is an essential feature for all digitally delivered products and services. Soon, no one will purchase a product or service if they believe the effort will pose...

    • Downloads: 213
  • For Security & Risk Professionals

    Report:Twelve Recommendations For Your Security Program In 2014

    Customer Trust And Digital Disruption Are Key Considerations For Your 2014 Security Strategy

    Every winter Forrester outlines 12 important recommendations for your security and risk management strategy for the coming year. These recommendations stem from our understanding of the current state...

    • Downloads: 1006
  • For Security & Risk Professionals

    Report:Develop Effective Security Metrics

    Performance Management: The S&R Practice Playbook

    Establishing meaningful security metrics is a key initiative for chief information security officers (CISOs) today, and for nearly all of them, it's a struggle. Some CISOs use a broad brush approach,...

    • Downloads: 2586
  • For Security & Risk Professionals

    Blog:Upcoming Research -- Brief: US Department Of Homeland Security (DHS) Provides Funding For Cybersecurity Innovation

    The United States Department of Homeland Security (DHS) plans to sponsor important research in cybersecurity over the next three to five years through the Broad Agency Announcement (BAA) process....

    • For Security & Risk Professionals

      Blog:Technology Use By MSSPs -Check Out Our Survey

      Technology is essential in any managed security operations center. Technology has come a long way to create an active defense of the enterprise. There are vendors that offer solutions for log...

      • For Security & Risk Professionals

        Charts & Figures:How CISOs Work With SVMO Throughout The Sourcing Life Cycle

      • For Security & Risk Professionals

        Blog:OK, Tell Me I'm Wrong!

        Everyone knows that in business you need to do two things: Increase top-line revenue growth and reduce bottom line cost. Doing both of these is how companies grow profitably. It really is that...

        • For Security & Risk Professionals


          Forrester research has always identified security as a major impediment to broad scale implementation for cloud, regardless of the model, SaaS, PaaS, IaaS, the adoption rate has been slowed by...

          • For Security & Risk Professionals

            Report:Quick Take: BAE Systems Buys SilverSky

            Acquisition Extends BAE's Analytics And Threat Intelligence Into Commercial Markets

            BAE Applied Intelligence — a subsidiary of BAE Systems — has made the next logical step to operationalize its security analytics and threat intelligence offerings by acquiring managed...

            • Downloads: 59
          • For Security & Risk Professionals

            Blog:Cybersecurity Utilities: The Future Of Managed Security Services

            Cloud Will Transform Managed Security Services The movement to cloud is fast changing the method companies will deploy and consume security services. The number one issue that drives the adoption of...

            • For Security & Risk Professionals

              Blog:EY Releases New Global Information Security Survey For 2014

              EY has released its Global Information Security Survey 2014. The survey, published every year, focuses on the issues facing information security pros for the coming year. Many of the trends...

              • For Security & Risk Professionals

                Report:Quick Take: Cisco Acquires Neohapsis

                Deal Will Expand Cisco's Capabilities In Application, Cloud, And Mobile Security

                Cisco Systems announced this week its intent to acquire closely held Chicago-based Neohapsis, a decision that will substantially broaden Cisco's consulting capabilities. Most notably, the acquisition...

                • Downloads: 36
              • For Security & Risk Professionals

                Report:Detecting Cyberthreats With Fraud-Based Advanced Analytics Technology

                New Security Analytics Capabilities Will Replace Traditional SIEM, And Security Service Providers Will Lead The Adoption

                Security and risk (S&R) professionals know that cyberattacks are often the first step in the complex dance of credit card theft and the fraud that results. Cyberattacks take many forms and affect...

                • Downloads: 355
              • For Security & Risk Professionals

                Report:Market Overview: Managed Security Services, Europe, Q2 2014

                Twenty-One Providers To Consider For Managed Security Services In The European Market

                As security and risk professionals rush to deal with new business complexities and threats, they're turning to third parties to extend their organizations' security capabilities with as much...

                • Downloads: 473
              • For Security & Risk Professionals

                Charts & Figures:MSSP Sales And Engineering Staff

              • For Security & Risk Professionals

                Charts & Figures:The Monkey Test

              • For Security & Risk Professionals

                Report:Top 15 Trends S&R Pros Should Watch: 2014

                Each year, analysts from across Forrester's security and risk research team draw insight from our hundreds of enterprise questions, vendor briefings, and consultations; the 25-plus research projects...

                • Downloads: 653
              • For Security & Risk Professionals

                Report:Measure Information Security Effectiveness — Information Security Economics 103

                Analyze Where You Spend Your Money Using The Three R's: Readiness, Response, And Recovery

                This is the third in a series of reports providing new methods and guidance for the financial management of information security. For many companies, security spending and budgeting is a restatement...

                • Downloads: 308
              • For Security & Risk Professionals

                Charts & Figures:Carefully Selected Language Can Reframe A Discussion In A Positive Light

              • For Security & Risk Professionals

                Report:Brokered Cloud Identity Is Scaling New Heights

                Identity Hub Solutions Ease Integration Pain And Offer Flexibility

                We're moving fast into a world of loosely coupled, cloud-based data centers. Cloud infrastructure models complicate the identity and access management (IAM) landscape — and represent...

                • Downloads: 439
              • For Security & Risk Professionals

                Report:The Forrester Wave™: Managed Security Services: North America, Q4 2014

                Tools & Technology: The S&R Practice Playbook

                Forrester's 26-criteria evaluation of managed security service providers (MSSPs) included the 13 most significant vendors in the North American market that security and risk professionals can turn to...

                • Downloads: 374
              • For Security & Risk Professionals

                Charts & Figures:Information Security Metrics Audience

              • For Security & Risk Professionals

                Report:Create A Security Strategy That Builds Real Business Value

                Strategic Plan: The S&R Practice Playbook

                Creating and maintaining a security strategy are fundamental tasks for CISOs; the strategy is a declaration of intent and a foundation for change. Unfortunately, many strategies fail to create...

                • Downloads: 230