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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153 results in Reports

  • Marketing Methods
  • Past 18 months
  • For B2B Marketing Professionals

    Report:Brief: Gauging Channel Partner Loyalty

    Introducing The Forrester Partner Loyalty Index Tool

    Competition for productive channel partners is acute in the tech industry and other business-to-business (B2B) verticals — so knowing your partners' loyalty is imperative. But loyalty is...

    • Downloads: 91
  • For eBusiness & Channel Strategy Professionals

    Report:Create Mobile Moments With Messaging

    A Guide To Using Mobile Messaging To Engage Customers

    Mobile moments are the new competitive battleground. Mobile messaging creates mobile moments, or the ability to serve your customers proactively in their moment of need. Mobile messaging improves...

    • Downloads: 416
  • 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: 154
  • For Customer Insights Professionals

    Report:Make Sense Of Customer Loyalty Measurement

    Performance Management: The Customer Loyalty Playbook

    Do you know how loyal your customers are? Loyalty means a lot of things to a lot of different organizations, and effectively measuring customer loyalty remains a road less traveled by many firms....

    • Downloads: 1497
  • 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: 63
  • For B2B Marketing Professionals

    Report:Turn Your Channel Into A Marketing Machine

    Through-Channel Marketing Amplifies Your Marketing Voice

    Most B2B companies have thought of B2B channels (agents, distributors, resellers, and so on) as distribution channels — or, more limitedly, sales channels — for many years. But B2B...

    • Downloads: 267
  • For CMO Professionals

    Report:Brief: B2B CMOs Drive Content Marketing Results By Fostering Direct Involvement

    Benchmark Data Shows That Content Marketing Maturity Improves As Team Participation Increases

    Eager to put content marketing to work by attracting buyer attention and generating demand, business-to-business (B2B) CMOs often turn to agencies and freelancers to boost their content marketing...

    • Downloads: 233
  • For eBusiness & Channel Strategy Professionals

    Report:Make The Right Digital Decisions To Drive Canadian Usage-Based Insurance Sales

    Rate Reform Creates Powerful Incentive For Effective Digital Sales

    Canada and the US may share a border and consumer attitudes about usage-based insurance, but they don't share a common approach to the digital strategies for promoting these insurance options. With...

    • Downloads: 160
  • For B2C Marketing Professionals

    Report:Case Study: Unilever Designs Content Around Customer Interests, Not Products

    The All Things Hair Program Reinvents Brand Marketing To Address 11 Billion Annual Hair Care Searches

    The world's third-largest consumer packaged goods (CPG) company does not radically change how it goes to market often; this case study explores how Unilever did just that. It began when the CPG giant...

    • Downloads: 260
  • For Customer Insights Professionals

    Report:Craft A Loyalty Strategy That Raises Your Maturity

    Strategic Plan: The Customer Loyalty Playbook

    Companies that attempt to drive loyalty with points and discounts alone will miss their mark. Customer insights (CI) professionals seeking to build a loyalty strategy that stands out need a game plan...

    • Downloads: 657
  • For B2C Marketing Professionals

    Report:Craft A Maturity-Based Mobile Strategy

    Strategic Plan: The Mobile Marketing Playbook

    Mobile is hot. As with most hot topics in technology, marketers may be tempted to adopt strategies that are a mismatch for their level of mobile marketing maturity or to create upside-down strategies...

    • Downloads: 777
  • For B2B Marketing Professionals

    Report:Navigate The Journey From L2RM Vision To Success

    Road Map: The Lead-To-Revenue Playbook

    This report details the steps you need to follow — and in what order — to develop the implementation road map to operationalize your lead-to-revenue management (L2RM) vision. L2RM is a...

    • Downloads: 388
  • For B2C Marketing Professionals

    Report:Asia Pacific Social Media Advertising Spending Forecast, 2014 To 2019

    By 2019, marketing leaders advertising with social media — excluding mobile messaging apps — in Australia, China, India, Japan, and South Korea will grow their investment at a 21.6%...

    • Downloads: 165
  • For Customer Experience Professionals

    Report:Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

    Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

    • Downloads: 196
  • 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: 59
  • For B2C Marketing Professionals

    Report:Evaluate Your Marketing Optimization Readiness

    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: 531
  • For B2C Marketing Professionals

    Report:WeChat Marketing That Works

    How To Engage With Chinese Consumers On WeChat

    As Chinese consumers spend more and more time on their smartphones and other mobile devices, the mobile messaging platform WeChat has become the most popular social platform in China. Marketing...

    • Downloads: 157
  • 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: 212
  • 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: 428
  • 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: 116
  • For B2B Marketing Professionals

    Report:Tell Stories To Connect With Business Buyers

    Using Narrative Makes Content More Compelling

    Most business content fails to engage buyers. And marketers admit they struggle to make it more compelling. The solution to this problem is something we all know and love — a good story. To...

    • Downloads: 274
  • 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: 140
  • For eBusiness & Channel Strategy Professionals

    Report:The Truth About Showrooming

    Many US Customers Buy Elsewhere After Checking Prices In-Aisle

    Showrooming — the act of checking prices on a mobile device in a store and then purchasing at another retailer —has been feared by retailers as a behavior that will lead to the demise of...

    • Downloads: 325
  • For Customer Insights Professionals

    Report:How Dirty Is Your Data?

    Strategic Plan: Customer Trust and Privacy Playbook

    As personal identity management (PIDM) begins to take shape, companies must think about their customer insights (CI) practices differently. Today's data governance policies — the rules that guide...

    • Downloads: 620
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Customer Loyalty Solutions For Large Organizations, Q1 2016

    The Eight Providers That Matter Most And How They Stack Up

    In this Forrester Wave™ evaluation of customer loyalty solutions for large organizations, we identified the eight most significant players — Aimia, Bond Brand Loyalty (formerly Maritz...

    • Downloads: 194