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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183 results in Reports

  • Marketing Methods
  • Past 18 months
  • 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: 126
  • For B2C Marketing Professionals

    Report:Content Marketers Should Use Messaging Apps To Build Long-Term Customer Relationships

    Marketers Miss Depth And Relationship Opportunities On The Path To Purchase

    The Asia Pacific (AP) region is a leader in innovative messaging apps. Apps like WeChat, Line, and KakaoTalk are transforming into digital platforms where users interact and trade, giving marketers...

    • Downloads: 42
  • For B2B Marketing Professionals

    Report:Channel Partner Loyalty Capabilities Assessment

    Forrester's Channel Partner Loyalty Capabilities Assessment is a tool that illustrates and scores the seven critical program elements that contribute to channel partner loyalty.

    • Downloads: 57
  • 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: 89
  • 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: 219
  • For B2C Marketing Professionals

    Report:Brief: The Power Of Borrowed Mobile Moments

    Engage Chinese Consumers By Borrowing Mobile Moments From Top Chinese Apps

    Marketers are struggling to keep up with Chinese consumers, who have high expectations of their mobile experiences. Mobile moments are the next competitive battleground, but very few brands actually...

    • Downloads: 58
  • For Customer Insights Professionals

    Report:Five Keys To Unlock Additional Funding For Customer Loyalty

    Business Case: The Customer Loyalty Playbook

    Committing to customer loyalty requires ongoing investment in initiatives that influence both the rational and emotional drivers of loyalty. Many executives intuitively understand that customer...

    • Downloads: 135
  • For Customer Insights Professionals

    Report:Embrace Cross-Channel Attribution As The New Marketing Measurement Standard

    Executive Overview: The Cross-Channel Attribution Playbook

    Marketing measurement has evolved. Brands are embracing advanced measurement methodologies, such as cross-channel attribution, to determine the true impact of all interactions across all devices,...

    • Downloads: 991
  • For B2B Marketing Professionals

    Report:B2B Marketers Must Step Up To Message Management

    A Strategic Messaging Architecture Helps Marketing And Sales Stimulate, Sustain, And Scale Consistent Communication

    Savvy business-to-business (B2B) marketing leaders know that contextual, relevant content helps their company connect with customers through all the stages of the customer life cycle. But...

    • Downloads: 180
  • For B2B Marketing Professionals

    Report:Build New Roles, Skills, And Structures For L2R Success

    Organization: The Lead-To-Revenue Playbook

    Lead-to-revenue management (L2RM) standardizes, automates, and scales the practices needed to engage with customers across their life cycle — from early prospect to loyal advocate. But early...

    • Downloads: 479
  • 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 marketing leaders who are responsible for mobile marketing. As consumer mobile adoption balloons and hardware, software, and interfaces evolve, marketing leaders...

    • Downloads: 1773
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 306
  • For B2C Marketing Professionals

    Report:Predictions 2015: Most Brands Will Underinvest In Mobile

    Brands Embracing The Mobile Mind Shift Will Pull Ahead Of Those Treating Mobile As Just Another Channel

    In 2015, marketing leaders who have embraced the mobile mind shift will accelerate spending to create an insurmountable gap between themselves — the industry leaders — and the laggards...

    • Downloads: 498
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Banking Functionality Benchmark

    Chase And U.S. Bank Top Our Review Of US Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the five largest retail banks in the US across more than 35 criteria. The banks have...

    • Downloads: 575
  • For CIO Professionals

    Report:Trends 2014: Indian CMOs' Technology Spending Plans

    CIOs Must Ramp Up Their Marketing Quotient For Effective Collaboration With CMOs

    Forrester, in conjunction with MindForce Research, recently surveyed 101 CMOs in India to understand business and marketing priorities, marketing spending on technology, key tech management and...

    • Downloads: 118
  • For B2C Marketing Professionals

    Report:Brief: Connect With The Power Of Microvideo

    Learn The Basics Of Microvideo

    Marketing leadership professionals are missing a key opportunity to connect with customers through microvideo channels. It's increasingly difficult to keep the attention of customers, and these...

    • Downloads: 94
  • For Customer Experience Professionals

    Report:Introducing Forrester's Next-Generation Customer Experience Index

    Great Customer Experiences Create And Sustain Customer Loyalty

    For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Europe...

    • Downloads: 1065
  • For B2B Marketing Professionals

    Report:Best Practices For Social Content Hubs

    A social content hub can be an effective tactic for providing prospective buyers with a dynamic destination to explore your products and offerings. But before you invest in the resources and...

    • Downloads: 282
  • For B2B Marketing Professionals

    Report:Drive Sales Force Behavior Change With Strategic Motivation Programs

    Deploy Technology-Enabled Gamification To Improve Sales Performance

    Motivating salespeople to change and do what you want them to do is a daily challenge for sales managers and other sales enablement professionals in almost every company. The long-practiced comfort...

    • Downloads: 154
  • For Customer Insights Professionals

    Report:Quick Take: Adobe Underscores Marketing Reinvention At Adobe Summit 2014

    Announcements Emphasize Partnerships And Innovation

    On March 25, 2014, at its annual digital marketing summit, Adobe very deliberately positioned its Marketing Cloud as a comprehensive platform for digital marketers, rather than a suite of...

    • Downloads: 177
  • For CMO Professionals

    Report:Use The Customer Life Cycle To Power Your Transformation To Customer Obsession

    Benchmarks: The Customer Life-Cycle Marketing Playbook

    Adopting a customer life-cycle-based approach across the enterprise demands changes to marketing strategy, organizational alignment, analytics, measurement, and marketing technology. Forrester and...

    • Downloads: 476
  • For B2B Marketing Professionals

    Report:Results Chain Modeling For L2RM Benefits Realization

    This toolkit is a companion to "Plan, Don't Hope, For Lead-To-Revenue Benefits," the performance management report of the lead-to-revenue playbook. In that report, we introduced three techniques that...

    • Downloads: 15
  • For B2B Marketing Professionals

    Report:Brief: B2B Content Fails The Customer Engagement Test

    Stories, Narrative, And Video Help Shift The Focus To Customers

    Engaging content can mean the difference between creating a business opportunity and losing to a competitor. Nowhere is the struggle to produce compelling business-to-business (B2B) content more...

    • Downloads: 313
  • For eBusiness & Channel Strategy Professionals

    Report:Digital Financial Services Teams Should Embrace Game Mechanics

    Digital teams at financial services firms have been slower than digital teams in other industries to adopt game mechanics. But the success of game mechanics in sectors like airlines and education has...

    • Downloads: 519
  • For eBusiness & Channel Strategy Professionals

    Report:2014 European Mobile Banking Functionality Benchmark

    Garanti Tops Our Review Of European Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 11 retail banks across Europe on more than 35 criteria. The banks have laid strong...

    • Downloads: 349