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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27 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: 329
  • 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: 801
  • 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: 343
  • 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: 461
  • For Infrastructure & Operations Professionals

    Report:What Are Companies Doing To Scale Agile Development?

    Forrester's Q3 2013 Global Agile Software Application Development Online Survey provides an understanding of how practitioners, not planners, are using Agile. The survey primarily illustrates what...

    • Downloads: 213
  • 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: 397
  • 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: 490
  • 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: 228
  • 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: 170
  • 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: 55
  • 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: 198
  • For Application Development & Delivery Professionals

    Report:Modern Application Delivery Drives Digital Business Success

    Executive Overview: The Modern Application Delivery Playbook

    Application delivery in the modern age no longer plays a supporting role; it is center stage. Business success in the age of the customer means mastering modern application delivery. Speed in...

    • Downloads: 475
  • 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: 315
  • 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 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: 360
  • For Application Development & Delivery Professionals

    Report:Forrester's Agile Testing Maturity Assessment Tool

    Use this tool to assess your organization's readiness for, or maturity in, Agile testing.

    • Downloads: 131
  • 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: 316
  • 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: 1157
  • For Application Development & Delivery Professionals

    Report:When And How To Do Discontinuous Application Innovation

    Continuous Improvement: The Modern Application Delivery Playbook

    Modern application delivery and DevOps practices such as continuous delivery enable AD&D pros to continuously and incrementally fine-tune their applications in response to evolving customer needs....

    • Downloads: 90
  • 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: 673
  • 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: 464
  • For Application Development & Delivery Professionals

    Report:Navigating The Agile Testing Tool Landscape

    Revamp Your Testing Tool Strategy For Agile Development

    As your developers shift to Agile practices, they will invariably perform more testing themselves. So where does that leave your quality assurance (QA) professionals? They need to adapt by getting...

    • Downloads: 991
  • For Application Development & Delivery Professionals

    Report:Define A Software Delivery Strategy For Business Innovation

    Strategic Plan: The Modern Application Delivery Playbook

    The modern business world echoes with the sound of time-tested business models being shattered by digital upstarts, while the rate of disruption is accelerating. Organizations that will win in this...

    • Downloads: 394
  • For Application Development & Delivery Professionals

    Report:Rightsource Your Agile-Lean Ecosystem

    Choose the Right Build/Buy Capabilities To Ensure Success

    Agile and Lean transformations depend to a great extent on cultivating a good sourcing ecosystem. The decisions you make around the partners and providers supporting your transformation and projects...

    • Downloads: 927
  • 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: 247