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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6 results in Blogs

  • Customer Insights
  • Carlton A. Doty
  • 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 Customer Insights Professionals

      Blog:It's Time For A New Approach To Marketing

      Consumers don’t trust your ads. In fact, fewer than one out of four US online consumers trust offline ads, and the numbers are even worse for digital. It’s time for a new approach to...

      • For Customer Insights Professionals

        Blog:Where To Find Our Consumer Product Strategy Analysts

        First and foremost, I want to take this opportunity to thank our loyal readers of Forrester’s Consumer Product Strategy (CPS) blog. This will be the final post for the CPS blog, but never fear,...

        • For Customer Insights Professionals

          Blog:How Do YOU Organize For Open Innovation?

          Quickly: Open Innovation is about engaging external parties (e.g., customers, partners, employees, etc.) to source new ideas for products and services. We've developed a Forrester playbook for...

          • For Customer Insights Professionals

            Blog:Revolutionize Your Products & Services: Forrester’s Playbook For Open Innovation

            As a product strategist, do you struggle with a sluggish innovation “process” in your firm? Do you think it takes too long to identify great ideas and turn those ideas into compelling new...

            • For Customer Insights Professionals

              Blog:Blinded By The Dream Of Having A Single Marketing Services Partner?

              The Greek philosopher Heraclitus said "the only thing that is constant is change." Well, the CI services landscape seems to live and breath this saying. Today’s market demands are leading...