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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32 results in Reports

  • Diego Lo Giudice
  • For Enterprise Architecture Professionals

    Report:Artificial Intelligence Can Finally Unleash Your Business Applications' Creativity

    Five Things You Can Do With Cognitive Computing

    Ask Siri, "Do you love me?" and she dispassionately replies "Let me get back to you on that." Amusing? Sure. Siri today is a programmed personal assistant to help schedule a meeting. In the future,...

    • Downloads: 517
  • For Application Development & Delivery Professionals

    Report:Agile Experts Focus On Downstream Delivery

    The 2015 State Of Agile Development: Agile Experts Have Valuable Lessons To Share In How They Apply DevOps

    There is no doubt that Agile is fueling all major software innovations in all global markets. Agile techniques create more value for the business, and faster, than traditional methods. But you won't...

    • Downloads: 222
  • For Application Development & Delivery Professionals

    Report:The 2015 State Of Agile Development

    Forrester's Q2 2015 Global Agile Software Application Development Online Survey provides application development and delivery (AD&D) leaders with an understanding of how the market is applying...

    • Downloads: 114
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Modern Application Functional Test Automation Tools, Q2 2015

    Ensure Quality Of Enterprise, Mobile, And Web Applications Without Sacrificing Delivery Speed

    Fast application development and delivery (AD&D) is a must. But, so is quality. The growing architectural complexity of modern applications makes functional test automation (FTA) tools an essential...

    • Downloads: 620
  • For Application Development & Delivery Professionals

    Report:Build The Right Things Better And Faster With Modern Application Delivery Metrics

    Performance Management: The Modern Application Delivery Playbook

    Modern application delivery leaders realize that their primary goal is to deliver value to the business and its customers, faster. For many, this is a significant shift from the past, when they...

    • Downloads: 327
  • For Application Development & Delivery Professionals

    Report:Use Modern Benchmarking For Modern Application Delivery

    Benchmarks: The Modern Application Delivery Playbook

    As firms face growing competition for customers, they naturally seek to compare themselves to their peers and competitors, but there is a trap: Leaders don't compare themselves with competitors but...

    • Downloads: 139
  • For Application Development & Delivery Professionals

    Report:The 2015 State Of Agile Development: Learn From Agile Expert Firms

    Agile Experts Have Valuable Lessons To Share In How They Mix Methodologies, Organize, And Measure Success

    Software is eating the world, and Agile development is fueling it. Since 2013, twice as many companies are using Agile techniques to create more value for their business, faster. Our Q2 2015 Global...

    • Downloads: 451
  • For Sourcing & Vendor Management Professionals

    Report:Developing Modern Applications With Agile Outsourcing: Part Two

    The Key Contractual Prerequisites For Agile Outsourcing Relationships

    Agile development (or simply "Agile") continues to see consistent, strong adoption. However, only a small percent of firms are outsourcing Agile application development due to a lack of experience...

    • Downloads: 448
  • For Application Development & Delivery Professionals

    Report:Five Must-Do's For Testing Quality At Speed

    The Convergence Of Speed And Quality In Modern Application Delivery

    "Oh no! Our delivery date is just around the corner but we still have QA to run . . . let's push this to production anyway and deal with it in the next release." Sounds familiar? As digital disrupts...

    • Downloads: 573
  • For Application Development & Delivery Professionals

    Report:Developing Modern Applications With Agile Outsourcing: Part One

    Best Practices For Successful Partnerships

    Agile development (or simply "Agile") continues to see consistent, strong adoption. However, Forrester survey data shows that only a small percent of firms are outsourcing Agile application...

    • Downloads: 548
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Service Virtualization And Testing Solutions, Q1 2014

    A Small Group Of Big Vendors And A Few Courageous Small Ones Dominate This Promising Emerging Market

    Service virtualization and testing (SVT) solutions provide developers and testers with tools to quickly simulate the services of a complex production environment, mainly for automating regression,...

    • Downloads: 853
  • For Application Development & Delivery Professionals

    Report:Competitive Pressures Drive The Business Case For Modern Application Delivery

    Business Case: The Modern Application Delivery Playbook

    Application development and delivery (AD&D) leaders are achieving competitive advantage by accelerating software delivery cycles, but outdated thinking about business case justification is holding...

    • Downloads: 288
  • For Application Development & Delivery Professionals

    Report:Use DevOps And Supply Chain Principles To Automate Application Delivery Governance

    Processes: The Modern Application Delivery Playbook

    Today's application development and delivery (AD&D) leaders need speed, quality, and low cost to compete for customers. DevOps practices enable organizations to achieve all three, but paralysis over...

    • Downloads: 142
  • For Application Development & Delivery Professionals

    Report:Agile Metrics That Matter

    Define and Balance Metrics Based on Project Complexity

    Tomorrow's great application development and delivery (AD&D) leaders will be those who focus on delivering constant value and incremental improvement to their businesses. As changes to development...

    • Downloads: 1233
  • For Application Development & Delivery Professionals

    Report:How Can You Scale Your Agile Adoption?

    Results From Forrester's Q3 2013 Global Agile Software Application Development Online Survey

    Thirteen years after Ken Schwaber, Jim Highsmith, and 15 others signed the Agile manifesto, Agile is still on everyone's lips. Data from Forrester's Q3 2013 Global Agile Software Application...

    • Downloads: 737
  • For Application Development & Delivery Professionals

    Report:Market Overview: Agile Development Service Providers

    The Agile Capabilities Of Leading Outsourcing Services Companies Have Caught Up With Client Expectations

    As business technology moves higher on the radar screen of CIOs, the need to leverage Agile application development techniques is rising. Application development and delivery (AD&D) leaders, seeking...

    • Downloads: 366
  • For CIO Professionals

    Report:Brief: Four DevOps Plays Focus On Digital Agility

    The US Digital Services Playbook Series

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

    • Downloads: 387
  • For Application Development & Delivery Professionals

    Report:Brief: Agile Development And Customer Experience — A Marriage Made In Heaven

    Embed CX Professionals Into Modern Application Delivery Early And Often

    Companies are investing huge sums to enhance the customer experience (CX). Sometimes they embark upon a major digitalization or re-engineering of how their customers discover, explore, ask for, buy,...

    • Downloads: 352
  • For Application Development & Delivery Professionals

    Report:Brief: Offshore Testing Services Must Reinvent Themselves With Automation

    Testing Services Must Increase Automation To Meet The Needs Of Agile And DevOps

    Indian offshore services providers and other vendors globally have traditionally thrived in the testing services market. However, as business technology organizations increasingly look to Agile and...

    • Downloads: 273
  • For Application Development & Delivery Professionals

    Report:TechRadar™: Continuous Software Delivery, Q2 2015

    Tools And Technology: The Modern Application Delivery Playbook

    Software's pervasive ability to enrich customer experiences, to enable new business models, and to create competitive advantage has caused rapid evolution of the tools and processes used to create...

    • Downloads: 519
  • For Application Development & Delivery Professionals

    Report:Self-Assess Your Modern Application Delivery Capabilities

    Modern application delivery requires new technology management capabilities to deliver software faster and with higher quality. As their companies become customer-obsessed, application development...

    • Downloads: 24
  • For Enterprise Architecture Professionals

    Report:Vendor Landscape: Enterprise Test Data Management

    Slowly But Steadily, The TDM Market Starts To Ramp Up

    Over the past five years, selecting a test data management (TDM) tool has often meant choosing among leading vendors such as Compuware, IBM, and Informatica. In a slowly growing market, these vendors...

    • Downloads: 150
  • For Application Development & Delivery Professionals

    Report:Predictions 2016: Modern Development Goes Mainstream

    Leading-Edge Practices Spread From The Best To The Rest Of Application Development And Delivery Shops

    The world of software development and delivery is changing fast, but the most significant changes — like continuous delivery, DevOps, composable apps, microservices, and API management —...

    • Downloads: 322
  • For Application Development & Delivery Professionals

    Report:How To Build Better Software, Faster

    Assessment: The Modern Application Delivery Playbook

    Customers' growing expectations and increased competition mean application delivery leaders need to speed and scale their delivery across the board. Many leaders know that they need to improve but...

    • Downloads: 586
  • For Application Development & Delivery Professionals

    Report:Improve Quality And Speed With Application Testing In The Cloud

    The Scale, Speed, And Standardization Of Cloud Usually Benefits Testing In Many Ways

    Fast and easy accessibility, elastic scalability, and pay-per-use pricing models make cloud computing attractive for application development and delivery (AD&D) professionals looking to create a...

    • Downloads: 73