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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984 results in Blogs

  • Past 12 months
  • 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: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 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 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 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...

                                  • For Application Development & Delivery Professionals

                                    Blog:Yup, Facebook At Work Is Real

                                    Facebook loves to play and test new things. After a couple of months of rumors, this morning they announced that they're going to play in the enterprise for a while and see if it's fun. And...

                                    • For Security & Risk Professionals

                                      Blog:Google Acquires Divide -- Shaking Up The Mobile Security Landscape

                                      On May 19, 2014, Google announced that it is acquiring containerization and dual persona vendor Divide. Divide's technology is designed to create a security and user interface division between...

                                      • For Chief Information Officer Professionals

                                        Blog:Apple Extensibility And Powerful Network Effects

                                        Apple’s new "Extensibility" feature took somewhat of a backseat to a host of exciting new developer tools announced at Apple’s developer conference a week ago. I’d like to...

                                        • For eBusiness & Channel Strategy Professionals

                                          Blog:Merchants Will Decide The Fate of Apple's Mobile Wallet

                                          The frenzy over Apple’s formal launch into the digital wallet space has reached a fever pitch. There is no shortage of speculation around the widely anticipated “iWallet” –...

                                          • For Customer Experience Professionals

                                            Blog:What Causes Consumers To Keep Using Your App? Three Key App Features Stand Out

                                            What is the secret recipe for creating an app that users open day after day? We used our Technographics® 360 methodology, which combines data sourced from the same group of individuals via...

                                            • For Security & Risk Professionals

                                              Blog:Containerization Vs. App Wrapping - The Tale Of The Tape

                                              If you have implemented or used either application wrapping or containerization technologies, please COMPLETE THIS SURVEY. Application wrapping versus containerization: Which technology provides...

                                              • For Customer Experience Professionals

                                                Blog:The State Of VoC Programs, 2014

                                                Voice of the customer (VoC) programs play a critical role in improving customer experience. They gather data for customer experience (CX) measurement efforts and uncover insights that help improve...

                                                • For Enterprise Architecture Professionals

                                                  Blog:Are Data Governance Tools Ready for Data Governance?

                                                  An IT mindset has dominated the way organizations view and manage their data.  Even as issues of quality and consistency raise their ugly head, the solution has often been to turn to the tool...

                                                  • For Data Insights Professionals

                                                    Blog:Announcing Our Annual Benchmark On The State Of US Consumers And Technology In 2014

                                                    As the importance of technology to consumers continues to grow, pretty much anyone working for a company that wants to improve their customer experience needs to understand consumers’...