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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152 results in Reports

  • Marketing Methods
  • Past 18 months
  • For B2C Marketing Professionals

    Report:Advance Through The Stages Of Mobile Maturity

    Road Map: The Mobile Marketing Playbook

    This report provides a road map for B2C marketers who are responsible for mobile marketing. As consumer mobile adoption balloons and hardware, software, and interfaces evolve, marketers must keep up...

    • Downloads: 1871
  • For eBusiness & Channel Strategy Professionals

    Report:Your Customers Will Not Download Your App

    Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

    Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

    • Downloads: 558
  • For B2C Marketing Professionals

    Report:Vendor Landscape: Mobile Engagement Automation Solutions

    Mobile Moments Demand Speed, Speed Demands Automation

    With over 30 billion mobile moments happening each day in the US alone, marketers need automation to deliver against high customer expectations in real time. Vying to help is a new class of vendors:...

    • Downloads: 224
  • For B2C Marketing Professionals

    Report:The State Of Loyalty Strategies 2016

    Benchmarks: The Customer Loyalty Playbook

    Forrester recently surveyed 60 marketers about their loyalty strategies in an effort to understand how they manage and measure customer loyalty and what challenges get in the way of success. This...

    • Downloads: 552
  • For B2C Marketing Professionals

    Report:The Path To Mobile Marketing Mastery

    Executive Overview: The Mobile Marketing Playbook

    Many marketers realize customers are mobile-dominant today, but few recognize the bigger picture: the ballooning numbers of customers who have undergone what Forrester calls the mobile mind shift —...

    • Downloads: 884
  • For Customer Insights Professionals

    Report:Brief: Measure Your Mobile Marketing Performance

    Successful Chinese Firms Match Customers' Activities Across Mobile Campaigns

    Mobile has become the most powerful channel for customer engagement and commerce in China; spending on mobile advertising is rising far faster than ad purchases on traditional media. Chinese...

    • Downloads: 47
  • For B2B Marketing Professionals

    Report:Make Your B2B Marketing Thrive In The Age Of The Customer

    Four Investment Imperatives Help B2B Firms Get Customer-Obsessed

    The next wave of competitive advantage will come from deep customer knowledge and actions based on an obsessive desire to deliver what your customers want before your nearest competitor does. To win...

    • Downloads: 1440
  • For Customer Experience Professionals

    Report:The Australia Customer Experience Index, 2015

    A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty

    How good is the customer experience (CX) at leading companies in Australia? This report helps answer that question by applying Forrester's Customer Experience Index (CX Index™) methodology to...

    • Downloads: 191
  • For B2C Marketing Professionals

    Report:Organize For Mobile Marketing Success

    Organization: The Mobile Marketing Playbook

    Almost half of marketers openly state mobile services are a scaled-down version of their online initiatives. Instead of leveraging mobile as a way to transform the offline experience, marketing teams...

    • Downloads: 719
  • For B2B Marketing Professionals

    Report:CRM Plus Marketing Automation Equals Engagement

    Modern Marketing Widens The Lead-To-Revenue Process Gap

    Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technology...

    • Downloads: 334
  • For Customer Insights Professionals

    Report:Brief: It's Time To Overhaul Your Customer Loyalty Program

    Dated Loyalty Programs Won't Help You Retain Chinese Customers

    After years of focusing on customer acquisition, Chinese companies have gotten very good at using frequent buyer programs to recruit customers. But while these firms' customer bases are growing...

    • Downloads: 178
  • For Customer Insights Professionals

    Report:Brief: Localize Your Contextual Marketing Approach To China

    Use Country-Specific Context To Improve Your Marketing

    Chinese companies understand the importance of winning the business of digital customers who not only have increased buying power but also use multiple devices that can access the Internet anywhere...

    • Downloads: 68
  • For B2B Marketing Professionals

    Report:Apply The Hawthorne Effect For Continuous Improvement

    Regularly Change How You Measure And Reward Partners

    In this time of high demand and constrained supply of channel partners, partner loyalty can be difficult to maintain, much less improve. Many channel professionals, in an attempt to buy partners'...

    • Downloads: 92
  • For B2C Marketing Professionals

    Report:Vendor Landscape: Gamification Solutions For Strategy And Execution

    Differentiation Emerges As The Market Matures

    Once a victim of the shiny object syndrome, gamification now enjoys the attention of B2C marketers ready to implement it. The vendor landscape has also come of age, making it harder to pinpoint...

    • Downloads: 119
  • For B2C Marketing Professionals

    Report:Get All Hands On Deck To Reinforce Customer Loyalty

    Organization: The Customer Loyalty Playbook

    Building customer loyalty requires an orchestrated effort from multiple teams: marketing, business technology (BT), customer service, customer insights (CI), and more. There are many ways a company...

    • Downloads: 736
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Scotiabank Boosts Sales With Targeted Mobile Cross-Selling

    The Bank Has Employed Mobile Messaging, Targeted Offers, And Prefilled Forms To Deepen Relationships With Customers

    Mobile is the new battleground in Canadian retail banking. In 2013, digital executives at The Bank of Nova Scotia — commonly referred to as Scotiabank — looked at the state of mobile...

    • Downloads: 236
  • For Customer Insights Professionals

    Report:The State Of Cross-Channel Attribution Technologies 2015

    Benchmarks: The Marketing Measurement And Insights Playbook

    During the recent Forrester Wave™ evaluation of cross-channel attribution providers, we surveyed 71 customers about their cross-channel attribution efforts and their vendor partnerships....

    • Downloads: 625
  • For B2C Marketing Professionals

    Report:Reinvent Customer Relationships With WeChat Mobile

    Leverage The Power Of WeChat's Mobile Ecosystem In China

    WeChat is the largest mobile social app in Asia Pacific. Offering advanced features and services that go far beyond messaging to both consumers and marketers, it dominates Chinese consumers' mobile...

    • Downloads: 179
  • For CMO Professionals

    Report:Evolve Your Marketing Strategy To Outpace Consumers' Behavior

    The traditional marketing funnel has been done in by consumers' behaviors that are anything but linear. Instead, in each phase of Forrester's customer life cycle — discover, explore, buy, use, ask,...

    • Downloads: 1263
  • For B2C Marketing Professionals

    Report:Apply Immediacy, Simplicity, And Context

    Processes: The Mobile Marketing Playbook

    This report highlights the key principles of mobile experience that marketers must weave into the process of crafting mobile marketing strategies. As more people own and use smartphones than ever...

    • Downloads: 2067
  • For CMO Professionals

    Report:Telecom Brands Are Not Connecting

    Technographics® TRUE Brand Compass: Telecom

    Customers' dissatisfaction with telecom providers is well documented. These firms are known for frustrating customers with confusing programming bundles, poor customer service, and opaque pricing....

    • Downloads: 356
  • For Infrastructure & Operations Professionals

    Report:Bolster Your Brand With A Greener Technology Ecosystem

    How Technology Strategy Contributes To Brand Positioning And Differentiation

    Your customers, employees, partners, and possibly regulators demand increasing transparency in company operations and products. Among the various aspects of transparency they seek is greater...

    • Downloads: 88
  • For B2B Marketing Professionals

    Report:Advocate Marketing Creates B2B Customer Relationships That Last A Lifetime

    Focus On People, Not Companies, To Increase Advocate Engagement

    Word of mouth and peer testimony are powerful business-to-business (B2B) marketing tools, with social, mobile, and the steady move to subscription-based business models making advocacy all the more...

    • Downloads: 243
  • For Customer Insights Professionals

    Report:Brief: Simplify Your Loyalty Technology Buying Decision

    Align Technology With Loyalty Management And Marketing Priorities

    Technology plays an integral role in managing and executing loyalty programs and strategies. But as the importance of earning customer loyalty grows, so does the number of technology companies...

    • Downloads: 149
  • For B2C Marketing Professionals

    Report:Create An Evolved Loyalty Strategy, Not Just An Effective Program

    Executive Overview: The Customer Loyalty Playbook

    In the age of the customer, it's more important than ever to engage effectively with your customers — how, when, and where they desire. To do this, B2C marketing professionals must help their firms...

    • Downloads: 1365