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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11 results in Reports

  • Gene Cao
  • Past 12 months
  • For CIO Professionals

    Report:Quick Take: Rackspace Aims To Deliver Great Managed Cloud Experiences In Asia Pacific

    Outside Of Core Markets, Its Managed Cloud Service Capabilities Are Limited By Its Physical Presence

    Five years ago, Rackspace made its entrance into Asia Pacific (AP) when it set up an office in Hong Kong. Since then, it has expanded into Australia, New Zealand, and India. At its analyst event on...

    • Downloads: 108
  • 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: 64
  • For Customer Insights Professionals

    Report:Case Study: Spring Airlines Benefits From Social Intelligence

    Lessons Learned About Using Social Intelligence To Support Business Functions

    Adoption of social intelligence and social listening is booming in China. As a pioneer of social listening in China's aviation industry, Spring Airlines successfully leveraged social intelligence...

    • Downloads: 115
  • For Customer Insights Professionals

    Report:The Customer Analytics Market In China

    Vendors Are Racing To Respond As Adoption Grows

    Marketing professionals in China have started to use tools such as data mining, predictive analytics, and modeling. Recent conversations with China-based organizations like China Telecom, Ikea, and...

    • Downloads: 151
  • 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: 296
  • 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: 63
  • For Customer Insights Professionals

    Report:Quick Take: Big Boulder Aims To Set New Standards

    A small group of global marketers, social listening platform vendors, data aggregators, and content platform providers gathered for two days in Boulder, Colorado last week to discuss the social data...

    • Downloads: 60
  • For Sourcing & Vendor Management Professionals

    Report:The Benefits And Drawbacks Of Rapid Implementation Solutions In China

    Chinese Organizations Can Benefit From Rapid Implementation Solutions After Careful Evaluation

    A growing number of China's leading enterprises are learning that rapid implementation (RI) solutions can effectively deliver more predictable project results and faster time-to-value. These...

    • Downloads: 39
  • 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: 57
  • For CIO Professionals

    Report:Brief: Product Innovation Must Focus On Simplicity To Enhance Customer Experiences

    Leading Vendors Showcase The Importance Of Simplicity For User Interfaces, Architecture, And Business Functionality

    In the age of the customer, empowered consumers have much broader access to products; they can purchase from anyone at any time. As a result, companies must look to product innovation and...

    • Downloads: 187
  • 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: 76