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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Market Imperatives




181 results in Reports

  • Marketing Methods
  • Past 18 months
  • 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: 469
  • For Customer Insights Professionals

    Report:Brief: Demystifying Real-Time Interaction Management

    Anchor Your Contextual Marketing Engine With This System Of Engagement

    Customer obsession requires marketers to rethink campaigns and instead deliver self-perpetuating cycles of insight-driven interactions. We believe that firms will assemble contextual marketing...

    • Downloads: 264
  • 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: 49
  • For B2C Marketing Professionals

    Report:How To Re-Energize Your Branded Content

    Continuous Improvement: The Content Marketing Playbook

    The bar for content quality — whether it's from a brand or a publisher — is continually rising. Marketers' best and only real route to nailing customers' expectations is to embrace an...

    • Downloads: 97
  • For Customer Insights Professionals

    Report:Marketers Are Using Data To Fuel Effective Mobile Campaigns

    Learn From Chinese Enterprises Making Effective Use Of Mobile Data To Power Contextual Marketing

    Chinese consumers, who comprise the world's largest mobile installed base, make dynamic use of mobile data in their daily lives. To thrive, organizations in China must excel at leveraging mobile data...

    • Downloads: 154
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Global Mobile Banking Functionality Benchmark

    Garanti Tops Our Review Of Global Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of 32 large retail banks in Western Europe, North America, and Australia. In general, the firms...

    • Downloads: 636
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2014: How US Consumers Rate Their Financial Institutions

    Customers Rate Their Banks, Credit Card Providers, Insurers, And Investment Firms

    The traditional competitive barriers in retail financial services are crumbling. Digital touchpoints render branch distribution strength impotent. Digital technologies are cheaper and easier to...

    • Downloads: 408
  • For B2B Marketing Professionals

    Report:Nurture Thought Leadership To Nurture Your Brand

    Make Thought Leadership The Tip Of Your Content Marketing Pyramid

    Great marketing content fuels the demand generation engine, boosts brand visibility, and attracts buyers interested in the problems your company can solve. But when business-to-business (B2B)...

    • Downloads: 1069
  • For eBusiness & Channel Strategy Professionals

    Report:Engage Investors With Game Mechanics

    Competition, Rewards Motivate Wealth Management Clients

    Consumers know that investing is important to their financial futures. But wealth management can be complex and involves deferring current spending for long-term benefits. To engage investors and...

    • Downloads: 276
  • For Customer Experience Professionals

    Report:Case Study: Best Western Great Britain Wins Validation For Customer Experience Strategy

    In 2010, Best Western International in Great Britain was a midmarket brand struggling to stand out in a sea of budget hotels and prove its value to customers. Partnering with customer experience...

    • Downloads: 156
  • For B2B Marketing Professionals

    Report:Gauge Your L2RM Progress And Success

    Benchmarks: The Lead-To-Revenue Playbook

    Business-to-business (B2B) marketers implementing a lead-to-revenue (L2R) process for the first time, or expanding an immature L2R program, often feel they are navigating uncharted waters — but...

    • Downloads: 347
  • For B2C Marketing Professionals

    Report:Brief: Apple's Ad-Block-Friendly Update Is A Wake-Up Call To Advertisers

    What Apple's Ad-Blocking Enablement Means To Marketers

    If you target your consumers through ads on a mobile device, then you need to understand the impact of Apple's recent change in ad-blocking policy with the iOS 9 release. With more than a third of US...

    • Downloads: 49
  • For B2B Marketing Professionals

    Report:Plan, Don't Hope, For Lead-To-Revenue Benefits

    Performance Management: The Lead-To-Revenue Playbook

    A great number of benefits are forecast to build the lead-to-revenue management (L2RM) business case. Unfortunately, benefits don't always happen according to plan. In fact, they don't always happen...

    • Downloads: 164
  • For B2C Marketing Professionals

    Report:Brief: Beyond The Apple Watch Hype — Early Lessons For B2C Marketers

    Run On Smartphones Before You Walk On Smartwatches

    Apple will sell more than ten million Apple Watches and dominate the smartwatch category in 2015. Despite the hype, this will only represent 1% of the 2 billion smartphones' installed base. Should...

    • Downloads: 151
  • 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: 194
  • For B2C Marketing Professionals

    Report:Beyond ROI: Showcasing The True Impact Of Mobile Marketing

    Business Case: The Mobile Marketing Playbook

    Mobile phones are ubiquitous, but the same cannot be said for sophisticated mobile marketing strategies within organizations. It's a classic chicken-or-egg problem: Marketers can't build a strong...

    • Downloads: 685
  • For Customer Insights Professionals

    Report:Be A Loyalty Company, Not A Company With A Loyalty Program

    Vision: The Customer Loyalty Playbook

    Customer loyalty practices come with a lot of baggage: They have become synonymous with points, discounts, and rewards. But it's time for a reality check. Loyalty is both behavioral and emotional,...

    • Downloads: 398
  • For B2C Marketing Professionals

    Report:Evaluate Your Marketing Optimization Readiness

    Assessment: The Marketing Mix Optimization Playbook

    Marketers today face increasing customer power, rapid change in media consumption, and ever-greater pressure for marketing to be accountable for business impact. To respond to these new demands,...

    • Downloads: 523
  • For Customer Insights Professionals

    Report:Predictions 2015: Invest In Customer Insights To Activate Contextual Marketing

    CI Pros Will Close The Gaps Between Data, Insights, And Action This Year

    Customer insights (CI) professionals are in a unique position to help their firms make the journey toward customer obsession. Why? Because they enable their firms to close the gap between the...

    • Downloads: 512
  • For B2C Marketing Professionals

    Report:Brief: Make Native Advertising A Part Of Your Content Marketing Strategy In Asia Pacific

    Branded Content Can Provide Brand Lift, But Firms Must Be Transparent About Their Intentions

    Native advertising, or sponsored content, is a form of online media promotion that inserts brand-created messages into the editorial product. It's new to most of the Asiat Pacific region, but it...

    • Downloads: 59
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 258
  • 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: 142
  • For Application Development & Delivery Professionals

    Report:Brief: CPG's Digital Future

    How CPG Brands Will Adapt To Digital Disruption

    Consumer packaged goods (CPG) brands face intense threats from an accelerating rate of new product introduction and the erosion of brand loyalty. They also face grueling competition in a race to...

    • Downloads: 253
  • For B2B Marketing Professionals

    Report:Partner Loyalty Metrics That Matter

    Performance Management: The Channel Partner Loyalty Playbook

    Program performance management is about systematic measurement and relentless adjustment, in this case, of your channel partner loyalty program. The first step for sales enablement professionals in...

    • Downloads: 400
  • For B2B Marketing Professionals

    Report:Build An Adaptive, Efficient Process To Elevate Leads To Revenue

    Processes: The Lead-To-Revenue Playbook

    A well-designed and documented lead-to-revenue management (L2RM) process enables scalability, roots out excess cost, improves marketing execution, and provides the basis for continuous incremental...

    • Downloads: 707