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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47 results in Reports

  • Infrastructure Architectures
  • CIO
  • For CIO Professionals

    Report:A Weak Start To 2014 Economic Growth Leads To Slower Global Tech Market Growth

    Software Buying In The US And Other Tech Twelve Countries Will Drive 3.9% Local Currency Tech Growth In 2014

    Halfway through 2014, the global tech market is still trying to get out of second gear, with projected local currency growth of 3.9% (3.3% in US dollars), not the third-gear growth of 5.5% we...

    • Downloads: 383
  • For CIO Professionals

    Report:Technology Management In The Age Of The Customer: China

    Three Major Routes For Chinese Organizations

    Empowered customers are disrupting every industry, and CIOs in China need to clearly understand what technology management challenges they face in the age of the customer. This report helps Chinese...

    • Downloads: 100
  • For CIO Professionals

    Report:China Tech Market Outlook: 2015

    Growth Still Tops Other Asian Countries Despite Economic Slowdown

    Technology purchases in China will reach $136 billion in 2015, making China the second-largest tech market in Asia Pacific after Japan. Demand will still be strongest for hardware and communications...

    • Downloads: 164
  • For CIO Professionals

    Report:Q3 2012 Global Cloud Developer Online Survey Results

    This PowerPoint deck presents the data gathered from Forrester’s Q3 2012 Global Cloud Developer Online Survey.  The survey fielded 106 responses; 56% from North America; 25% from Western...

    • Downloads: 65
  • For CIO Professionals

    Report:CIOs: Structure Your Tech Management Roles To Balance Local And Enterprise Capabilities

    The First In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    Many CIOs struggle with this question: Which processes, technologies, organizations, and competencies should be common across the organization (i.e., enterprise), and which should be specific to a...

    • Downloads: 330
  • For CIO Professionals

    Report:A Better But Still Subpar Global Tech Market In 2014 And 2015

    Software Buying In The US And Other Tech Twelve Countries Will Drive 5.5% Local Currency Tech Growth In 2014

    The good news for CIOs is that improving economies in the US and elsewhere will generate cash flow to support the purchases of the new mobile, cloud, and smart technologies that are transforming...

    • Downloads: 758
  • For CIO Professionals

    Report:Brief: IBM's Future Is Digital in Asia Pacific, But Its Delivery Capabilities Must Match Its Vision

    Recent Moves Have Enhanced Big Blue's Ability To Support Your Digital Engagement Requirements

    IBM's annual Asia Pacific analyst summit, held in Bangalore, India in June 2015, focused on digital transformation, its enablers — cloud, mobility, analytics, and security — and how these...

    • Downloads: 39
  • For CIO Professionals

    Report:Brief: Salesforce.com Is Building Industry Cloud Ecosystems

    A New Industry Initiative Will Extend Its Partner Ecosystem

    Recently, salesforce.com made a major announcement that it will formally develop and expand its solution footprint into six industries — financial services/insurance, healthcare/life sciences,...

    • Downloads: 498
  • For CIO Professionals

    Report:2014 Technology Imperatives For US Healthcare Providers

    The Regulatory Tsunami Upends US Healthcare BT

    The seismic shift in business goals brought about by the Affordable Care Act and other legislative actions are causing providers to forge new relationships with care delivery stakeholders. The...

    • Downloads: 968
  • For CIO Professionals

    Report:Healthcare Meets Cognitive Computing

    Can Artificial Intelligence Fix Healthcare? Slowly

    Cognitive computing is finding a foothold in the US healthcare industry, where scientists, doctors, payers, and patients are finding places to use this disruptive technology to optimize care, improve...

    • Downloads: 398
  • For CIO Professionals

    Report:At Last, A Tech Market Recovery In Europe

    Modest Growth Of 2.3% For 2014

    The European tech market has been down so long that sooner or later it was bound to turn up. Sooner is here. With most European economies emerging from recession, and Germany, Poland, and the UK...

    • Downloads: 388
  • For CIO Professionals

    Report:SharePoint: Solid In The Enterprise, But Missing The Mobile Shift

    This data chart details the full results of Forrester's August 2013 Global SharePoint Usage Online Survey. The results show that SharePoint continues to make slow progress on the transition to cloud...

    • Downloads: 62
  • For CIO Professionals

    Report:2016: Google Apps And Office 365

    Content, Mobile Support, And Ecosystems Will Define Success

    Sixty-five percent of software decision-makers tell us they plan to use or already have begun using collaboration software-as-a-service (SaaS). Fueling a lot of this interest is the availability of...

    • Downloads: 794
  • For CIO Professionals

    Report:Pioneer Vendors: Personal Cloud

    Unified Interfaces For Personal Cloud Services

    Individuals rely on personal cloud services like Dropbox and Evernote to manage an expanding array of digital content online. As such services proliferate, their users will seek ways to better unify...

    • Downloads: 265
  • For CIO Professionals

    Report:Protect Your Data In The Cloud

    New Vendors Emerge To Help You Define, Dissect, and Defend Your Data

    Google and salesforce.com are improving security features, but their solutions inherently silo data and restrict some of technology management's ability to control the application. The complexity...

    • Downloads: 592
  • For CIO Professionals

    Report:The State Of Midmarket IT Budgets In India

    CIO Success At Midmarket Firms Increasingly Depending On Customer Engagement

    Forrester recently surveyed 430 midmarket businesses in India regarding their IT budgets in the current (2013-2014) fiscal year. The survey found that increasing customer expectations, fast-changing...

    • Downloads: 167
  • For CIO Professionals

    Report:Brief: Microsoft Office Crosses The Cloud Rubicon

    The Focus Is On Business Agility, And Here's Why It Matters

    Microsoft used the SharePoint Conference 2014 to forcefully assert that its entire Office portfolio is pivoting to cloud-first development and delivery. Microsoft gave services like Yammer and...

    • Downloads: 325
  • For CIO Professionals

    Report:Cognitive Engagement: A New Force Of Creative Destruction

    Artificial Intelligence Grows From Data To Dialog To Disruption

    IBM Watson beat two Jeopardy champions and will soon help oncologists pick treatment options faster. On a smartphone, Apple's Siri and Microsoft's Cortana answer simple questions on an ever-growing...

    • Downloads: 418
  • For CIO Professionals

    Report:Six Business Technology Trends That Will Propel Your Firm In 2013

    From Technology Foundations To Business Outcomes

    Forrester sees six important trends unfolding in business technology (BT), where information technology will most directly and visibly affect business outcomes. Not having an initiative or effort...

    • Downloads: 1443
  • For CIO Professionals

    Report:Quick Take: The 10 Questions New Microsoft CEO Satya Nadella Must Address

    Top Priorities For Reinventing Its Enterprise Business

    Microsoft has named the third CEO in its history, selecting Satya Nadella, the former executive vice president of the Redmond firm's cloud and enterprise group and onetime Bing boss. Nadella inherits...

    • Downloads: 262
  • For CIO Professionals

    Report:The Forrester Wave™: Hybrid² Integration, Q1 2014

    The 14 Providers Offering Four Or More Integration Technologies, Including Cloud-Based Integration

    In Forrester's 51-criteria evaluation of hybrid² integration vendors, we identified the 14 most significant middleware providers — Adeptia, Bosch Software Innovations (Bosch SI), Dell...

    • Downloads: 1523
  • For CIO Professionals

    Report:Market Overview: Hosted Collaboration Services Providers

    Alternatives To Google Apps And Microsoft Office 365 Emerge

    Sixty-five percent of IT leaders Forrester recently surveyed said they are interested in or already using software-as-a-service (SaaS) for some portion of their collaboration technology portfolio....

    • Downloads: 516
  • For CIO Professionals

    Report:Quick Take: IBM-As-A-Service

    IBM's Impact 2014 Is A Milestone In Reshaping IBM's Core Business

    IBM is one of the mega oil tankers navigating slowly on the technology ocean, surrounded by speedboats of "startups" and heavy "clouds" on the horizon. Stowaways talking strange languages like...

    • Downloads: 371
  • For CIO Professionals

    Report:Setting The Technology Foundation For Your Social Business And Collaboration Strategy

    Build/Buy Capabilities: The Social Business And Collaboration Playbook

    Many organizations are making a fundamental bet on social business and collaboration to drive knowledge worker effectiveness as a competitive differentiator. The goal of providing an integrated...

    • Downloads: 775
  • For CIO Professionals

    Report:How Many Cloud Integration Technologies Do You Need?

    CIOs' Options For Bridging The Gap Between Cloud And On-Premises Applications

    The business application landscape has become a hybrid one. Some 24% of enterprises have already implemented or plan to implement closely integrated business processes that run partly on-premises and...

    • Downloads: 715