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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3697 results in Blogs

    • For Marketing Leadership Professionals

      Blog:Introduce The Marketing RaDaR To China

      Marketers in China are becoming more aware of the effectiveness of their marketing spending. They will no longer blindly spend a lump sum on China Central Television’s ad auction, for example....

      • For Chief Marketing Officer Professionals

        Blog:Having Faith In Apple Plus Beats

        A media frenzy arose last night when the Financial Times suggested it had word from the inside that Apple is closing in on buying Beats Electronics for $3.2 billion. The immediate response from all...

        • For Customer Insights Professionals

          Blog:Harness The Power Of Customer Context To Deliver Utility

          Last month, we had one of our best Forrester Forums For Marketing Leaders that I've been to, and I've been to all of them. With an on-site audience of nearly 1,000 marketing professionals, I...

          • For Chief Information Officer Professionals

            Blog:How InterContinental Hotels Group (IHG) Makes Mobile Guest Moments Great

            IHG, owner of InterContinental Hotels Group, wants to fully inhabit the mobile moments of its hotel guests in their journey from booking to arriving to staying to departing. Bill Keen is the Director...

            • For Enterprise Architecture Professionals

              Blog:Welcome To The Future Of Data Management

               The demand for data has never been greater.  The expectations are even grander.  On the other hand, what the business wants has never been more ambiguous.   Welcome to the future...

              • For Infrastructure & Operations Professionals

                Blog:The State Of The Cloud Market — SVForum

                Curious about where we are in the development of the cloud computing market? Here is my opening keynote from the 2012 SV Forum in Santa Clara, CA....

                • For Chief Information Officer Professionals

                  Blog:YouSendIt Expands Its Cloud File Services For The Enterprise

                  In 1996, a would-be MIT entrepreneur pitched me on this idea: “What if we could package up huge files like engineering drawings and email them to people instead of FedExing them?” I...

                  • For Infrastructure & Operations Professionals

                    Blog:Google Glass Helps Enterprise Workers Help Themselves

                    Google recently announced an expansion of its Explorer Edition program to anyone in the U.S. — still at $1,500. This doesn't constitute the mass market release of the product; it's an...

                    • For Marketing Leadership Professionals

                      Blog:Mobile Moments Change Everything — Check Out #MyMobileMoment And Add Your Own

                      Stop thinking in terms of what you do, or how your technology works now. Start thinking in terms of the mobile moments of your customers. A mobile moment is a point in time and space when someone...

                      • For Customer Insights Professionals

                        Blog:ExactTarget Acquires iGoDigital And Pardot

                        ExactTarget today announced plans to acquire two companies: Pardot and iGoDigital. The acquisitions signal that ExactTarget, only recently public, intends to use its cash reserves to grow...

                        • For Chief Information Officer Professionals

                          Blog:Some Thoughts on 2012 Before The Holidays

                          We're just about to the end of 2012 (and according to the Mayan calendar, the end of time) so I figured it was about the right time to put together some thoughts on the year.  Let's...

                          • For Marketing Leadership Professionals

                            Blog:Forecast Update: Amazon Expands Tablets’ Addressable Market

                            Apple’s anticipated iPad update comes as the tablet market is white-hot. In a new report published for Forrester clients today, we’ve revised our US consumer tablet forecast upward: We...

                            • For Data Insights Professionals

                              Blog:The Data Digest: Do Mobile Phones Make Us More Productive?

                              In the early 1900s, author Kin Hubbard said, “A bee is never as busy as it seems; it’s just that it can’t buzz any slower.” A century later, things haven’t changed much...

                              • For Chief Information Officer Professionals

                                Blog:The Collaborative Economy Will Drive Business Innovation And Growth

                                Over the past two decades, the Internet has triggered a tectonic shift in the concept of networking — one that has redefined how companies market and sell products. More recently, social media,...

                                • For Marketing Leadership Professionals

                                  Blog:The Beginning Of The End For The "Programmatic" Ad Network

                                  The acquisition of [X+1] by Rocketfuel signals the beginning of the end for “programmatic” ad networks. Since the industry’s shift to programmatic, countless ad networks have...

                                  • For Security & Risk Professionals

                                    Blog:Application Security Technologies List

                                    Roughly a year and a half ago I began a process of measuring the importantance of technologies in the mobile security space. I'm currently beginning that same process for the application security...

                                    • For Enterprise Architecture Professionals

                                      Blog:“All Projects Are Business Projects”

                                      I read this somewhere recently – I think it was the CIO of Intel, Kim Stevenson (quoting IT folklore). But it stuck in my mind, long after the link that I harvested it from had evaporated. I...

                                      • For Customer Insights Professionals

                                        Blog:The Recent Attribution Technology Acquisitions Don't Surprise Us In The Least

                                        On the morning of May 6, 2014, Google announced its intent to acquire Adometry, a leader in the attribution technology space. Later on the same day, AOL announced its intent to acquire Convertro,...

                                        • For Infrastructure & Operations Professionals

                                          Blog:Salesforce Wear Continues To Drive Wearable Innovations

                                          Today Salesforce.com offered a formal update on its Salesforce Wear offering (which I wrote about at its release here). Salesforce Wear is a set of developer tools and reference applications that...

                                          • For Application Development & Delivery Professionals

                                            Blog:Eight Areas You’ll Invest In For Great Digital Customer Experiences

                                            There isn’t a sole, singular step companies and brands must follow to deliver engaging digital customer experiences. Website, mobile, social? Video streaming, content targeting, effective email...

                                            • For Sales Enablement Professionals

                                              Blog:Oracle Acquires Eloqua: A Quick Take on What it Means

                                              Oracle announced today that it will acquire Eloqua, a SaaS marketing automation provider. Oracle’s stated motives address, head-on, the zeitgeist facing the 21st century marketer.  ...

                                              • For Security & Risk Professionals

                                                Blog:Lies, Damn Lies, Security Metrics, And Baseball

                                                The legendary British Prime Minister Benjamin Disraeli is said to have noted that “There are lies, damn lies, and statistics.” Much of the technology world is focused on statistics and...

                                                • For Enterprise Architecture Professionals

                                                  Blog:How Will The Data Economy Impact Enterprise Architects?

                                                  No self-respecting EA professional would enter into planning discussions with business or tech management execs without a solid grasp of the technologies available to the enterprise, right? But what...

                                                  • For Customer Insights Professionals

                                                    Blog:What Does Acxiom's $310M LiveRamp Bid Mean For Marketers?

                                                    On May 14, Acxiom announced its intention to acquire LiveRamp, a "data onboarding service," to the tune of $310 million in cash. Several Forrester analysts (Tina Moffett, Susan Bidel,...

                                                    • For Enterprise Architecture Professionals

                                                      Blog:Cognitive Computing Forum: 7 Things You Need To Know

                                                      Day one of the first Cognitive Computing Forum in San Jose, hosted by Dataversity, gave a great perspective on the state of cognitive computing; promising, but early.  I am here this week with...