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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49 results in Reports

  • Infrastructure Architectures
  • CIO
  • 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: 399
  • For CIO Professionals

    Report:Brief: Huawei Is Progressing Toward BT With Cloud Moves

    Huawei Technologies Has An Established, China-Focused Cloud Strategy

    Huawei's Cloud Congress event provided a glimpse into the firm's progress toward becoming an enterprise cloud vendor. Since entering the enterprise space in 2011, Huawei Technologies has bolstered...

    • Downloads: 34
  • For CIO Professionals

    Report:Quick Take: IBM Bets A Billion Dollars On Cognitive Computing

    IBM Announces Watson Group, Its First New Group In A Decade

    On January 9, 2014, IBM launched its first business unit in 19 years to bring Watson, the machine that beat two Jeopardy champions in 2011, to the rest of us. IBM posits that Watson is the start of a...

    • Downloads: 274
  • 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: 268
  • 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: 375
  • For CIO Professionals

    Report:Welcome To The World Of Watson Engagement Advisor

    Cognitive Computing Tackles Customer Engagement

    In 2014, IBM launched the Watson Group, its first new business unit in 19 years, to bring Watson to the market as a business technology application. Watson's unique value lies in its ability to take...

    • Downloads: 284
  • 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: 104
  • 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:China Tech Market Outlook: 2014

    Tougher Conditions Await Global Brands As Local Vendors Grab A Larger Share Of The World's Third-Largest Market

    IT purchases in China will reach $113 billion in 2013, making it the third-largest tech market in the world after the US and Japan. China is still largely a hardware-driven market, but spending on...

    • Downloads: 378
  • For CIO Professionals

    Report:Redefine IBM's Role In Your BT Strategy

    IBM Is A Great BT Partner If You Have Complexity Of Systems Or Complexity Of Tech Requirements

    IBM is a major player in the enterprise technology landscape. Like most large tech vendors, it is navigating the transition from information technology (IT) that underpins business operations to...

    • Downloads: 56
  • 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: 731
  • 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: 477
  • For CIO Professionals

    Report:Predictions For 2014: Cloud Computing

    Cloud Formally Joins The IT Portfolio — Whether IT Likes It Or Not

    As we head into 2014, cloud computing is no longer a "future" but a "now." Investments are up, enterprise use is widespread, and the hybrid cloud model has arrived. While the bulk of cloud...

    • Downloads: 1568
  • For CIO Professionals

    Report:Microsoft Aims SharePoint To The Cloud

    What CIOs Need To Know About The Big Shift

    With the latest release of SharePoint in early 2013, Microsoft pivots in earnest from conventional software to subscription cloud services. In SharePoint 2013, clients will find a new architecture...

    • Downloads: 509
  • 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:The Midyear Global Tech Market Outlook For 2015 To 2016

    Moderate Growth In Local Currencies Led By The BT Agenda, But A Decline In US Dollars

    At the midyear point in 2015, CIOs in most countries are operating in tech markets with moderate growth of around 4% in local currencies, a bit weaker than what we projected in January 2015. However,...

    • Downloads: 376
  • For CIO Professionals

    Report:Market Update: Office 2013 And Productivity Suite Alternatives

    Office 2010 Is Dominant, But Most Firms Plan To Upgrade

    At home and at work, people overwhelmingly use Microsoft Office. Yet Forrester continues to receive questions about office productivity tool options. So, we recently surveyed 155 IT decision-makers...

    • Downloads: 372
  • For CIO Professionals

    Report:China Tech Market Outlook, 2016 To 2017

    Business Technology Enables Digital Transformation In China

    Technology spending in China will reach $147 billion in 2016 as organizations accelerate digital transformation initiatives by rapidly increasing their business technology investments. This report...

    • Downloads: 62
  • 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: 1455
  • For CIO Professionals

    Report:The Public Cloud Market Is Now In Hypergrowth

    Sizing The Public Cloud Market, 2014 To 2020

    Public cloud services continue to drive big changes in the markets for software, hardware, and IT outsourcing, while providing a foundation for age of the customer innovations. How much and when will...

    • Downloads: 1332
  • 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: 331
  • For CIO Professionals

    Report:Answer Five Questions When Selecting A Cloud Collaboration And Productivity Suite

    A Buyer's Guide For Microsoft Office 365, Google Apps For Business, And IBM SmartCloud For Social Business

    Over the past two years, Forrester clients have shown great interest in the cloud collaboration and productivity suites Microsoft, Google, and IBM offer: We've fielded more than 150 inquiries on this...

    • Downloads: 776
  • 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: 1564
  • For CIO Professionals

    Report:Ten Myths And Realities Of The Software Market In 2013

    Forrester's Forrsights Survey Helps Sort The Myths From The Reality

    CIOs face many difficult decisions every day. They make some decisions based on hard facts that they can validate, but they base many decisions on broad assumptions and a particular understanding of...

    • Downloads: 589
  • 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: 389