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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Market Imperatives



9 results in Reports

  • Gene Cao
  • Past 12 months
  • For Customer Insights Professionals

    Report:Implement Effective Social Listening Capabilities In China

    Multinational Enterprises Should Revamp Their Social Listening Practices For China

    Regardless of what region they work in, customer insights (CI) professionals must know their customers. But many CI practices in China — a huge and important market with unique characteristics,...

    • Downloads: 68
  • For Customer Insights Professionals

    Report:Case Study: China CITIC Bank Uses Analytics To Boost Credit Card Profits

    Optimized Customer And Marketing Analytics Were The Key To Increasing Transaction Value And Profits

    Recent Forrester research has found that marketing and customer insights professionals in China have started using tools such as data mining, predictive analytics, and modeling. China CITIC Bank,...

    • Downloads: 134
  • For Customer Insights Professionals

    Report:Marketers Are Using Data To Fuel Effective Mobile Campaigns

    Learn From Chinese Enterprises Making Effective Use Of Mobile Data To Power Contextual Marketing

    Chinese consumers, who comprise the world's largest mobile installed base, make dynamic use of mobile data in their daily lives. To thrive, organizations in China must excel at leveraging mobile data...

    • Downloads: 140
  • For CIO Professionals

    Report:Predictions 2015: Mobile Customer Experience Will Fuel Digital Transformation In Asia Pacific

    CIOs must shift their focus to winning, serving, and retaining customers — so although technology leaders in Asia Pacific (AP) will be seeking a moment to catch their breath after a year...

    • Downloads: 420
  • For Customer Insights Professionals

    Report:Brief: It's Time To Overhaul Your Customer Loyalty Program

    Dated Loyalty Programs Won't Help You Retain Chinese Customers

    After years of focusing on customer acquisition, Chinese companies have gotten very good at using frequent buyer programs to recruit customers. But while these firms' customer bases are growing...

    • Downloads: 142
  • For Customer Insights Professionals

    Report:Case Study: Succeed With Social Intelligence In China

    Nestlé Used The Four Ps To Capture, Manage, Analyze, And Apply Social Data

    Non-Chinese companies with an ambition to be global leaders must listen to China's social networks, and Nestlé is no exception. In 2013, the global food giant built a social command center in...

    • Downloads: 61
  • For Customer Insights Professionals

    Report:Brief: Localize Your Contextual Marketing Approach To China

    Use Country-Specific Context To Improve Your Marketing

    Chinese companies understand the importance of winning the business of digital customers who not only have increased buying power but also use multiple devices that can access the Internet anywhere...

    • Downloads: 44
  • For Customer Insights Professionals

    Report:Brief: Apply Social Listening To The Entire Organization

    Brands In China Need An Ongoing And Engaged Exchange With Consumers On Social Platforms

    Chinese marketers are becoming more familiar with social media monitoring, which is the first level of the social listening maturity curve. With organizations devoting more marketing budget to social...

    • Downloads: 96
  • For Customer Insights Professionals

    Report:Brief: The State Of Digital Analytics In China

    The Adoption Of Digital Analytics Is Becoming Mainstream For Chinese Businesses Facing Digital Disruption

    China has a unique digital landscape, and the number of people using eCommerce, social, and mobile is booming. Digital transformation in China is going far beyond that of more developed markets...

    • Downloads: 98