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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306 results in Reports

  • Retail
  • For Infrastructure & Operations Professionals

    Report:China Tech Market Outlook: 2012 To 2013

    The Big Dragon's IT Spending Will Slow Down In 2012

    The European debt crisis has gradually begun to affect China, slowing economic growth in the country in the first half of 2012. To reflect this, we've revised our China tech market forecast and...

    • Downloads: 360
  • For eBusiness & Channel Strategy Professionals

    Report:The Emergence Of Beacons In Retail

    Early Implementations Lack Depth, But Future Integrations Have The Potential To Transform The In-Store Customer Experience

    It is impossible to read retail news today without hearing about another implementation of beacons, a technology based on Bluetooth low energy (BLE) that allows smartphones to interact with sensors...

    • Downloads: 891
  • For CIO Professionals

    Report:US Tech Market Outlook Dims For 2012 To 2013

    US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

    This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

    • Downloads: 636
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2012: Investments In Mobile And Tablet Commerce

    Forrester partners with Shop.org annually to survey online retail executives on their adoption of various web-related technologies and the investment levels associated with those initiatives. This...

    • Downloads: 1232
  • For Enterprise Architecture Professionals

    Report:Forrester's Business Capability Map Development: Process Guide

    How To Develop A Business Capability Map

    This PPT shows you how to develop a business capability map. Please see "Forrester's Business Capability Map Development: Tool" to access the tool.

    • Downloads: 118
  • For eBusiness & Channel Strategy Professionals

    Report:Three Things Frightening Retailers Now

    An Analysis Of Web-Related Risk Factors Disclosed In SEC Filings

    eCommerce and technology have become a larger part of retail companies overall, but the benefits of web sales also come with significant risks. We looked at the risk factors cited in the U.S....

    • Downloads: 281
  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 732
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of Global eCommerce Markets

    Vision: The eCommerce Globalization Playbook

    Global eCommerce is evolving — rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

    • Downloads: 2140
  • For eBusiness & Channel Strategy Professionals

    Report:Retail eCommerce In Brazil: Marketing And Site Features

    A Look At The Most Effective Customer Acquisition Tactics And Most Popular Site Features

    The Retail eCommerce In Brazil series summarizes the results of a survey that Forrester Research conducted together with E-Commerce Brasil in August and September 2014. In this survey, respondents...

    • Downloads: 141
  • For Customer Insights Professionals

    Report:The Customer Analytics Market In China

    Vendors Are Racing To Respond As Adoption Grows

    Marketing professionals in China have started to use tools such as data mining, predictive analytics, and modeling. Recent conversations with China-based organizations like China Telecom, Ikea, and...

    • Downloads: 168
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Western European Online Cross-Border Retail Sales Forecast, 2013 To 2018

    European Online Cross-Border Sales Will Reach €40 Billion By 2018

    Cross-border online sales are on the rise in Europe, with Forrester forecasting that they will grow by a compound annual growth rate (CAGR) of 11% over the next five years. Cross-border sales...

    • Downloads: 37
  • For eBusiness & Channel Strategy Professionals

    Report:A New Generation Of Clienteling

    As Customer Expectations Change, So Must The Role Of The Sales Associate

    The rapid adoption of smartphones by consumers has radically changed the way in which they shop. Armed with connected devices, consumers now have a digital "trusted advisor" with them when shopping...

    • Downloads: 525
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2015: Prepare For More Global eCommerce Players To Spread Their Wings

    10 Trends That Will Shape Global Online Retail

    The next year will see global eBusiness executives continuing to expand their international footprints. Some will set their sights exclusively on the relatively mature online retail markets of North...

    • Downloads: 276
  • For CIO Professionals

    Report:The Canadian Tech Market Outlook For 2015

    Canadian Firms Continue To Lag Behind Their US Counterparts In Both BT And IT Spending

    Canadian CIOs need to be more aggressive in pushing for tech spending increases in 2015. At a time when firms in the US are expanding technology expenditures — especially on business technology...

    • Downloads: 130
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 304
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2014: Global eCommerce Mandates Multiple Touchpoints And Business Models

    Eight Trends Set To Impact The Industry

    The past year saw a surge in eCommerce revenues around the globe, and 2014 will be no different. eCommerce brands in every country will continue to spread their global wings, expanding their...

    • Downloads: 664
  • For eBusiness & Channel Strategy Professionals

    Report:Latin America eCommerce Forecast, 2014 To 2019

    The Online Retail Markets Of Brazil, Argentina, And Mexico Will More Than Double By 2019

    With a population of over a half billion and two countries among the world's 15 largest economies, Latin America has increasingly been on the radar of eBusiness leaders looking to expand their...

    • Downloads: 246
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Web-Influenced Retail Sales Forecast, 2015 To 2020 (EU-7)

    ForecastView Spreadsheet

    The forecast emphasizes the importance of multichannel retailing as 45% of offline sales will be influenced by the Web in 2020. From 2015 to 2020, web-influenced sales will grow at a compound annual...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Why Shoppers Buy At General Merchants

    North American Consumer Technographics®: Uncovering The Drivers Of Repeat Online And Offline Purchase

    Consumers today have a myriad of choices when deciding where to shop. The age of the customer is in full swing, and to best serve existing and potential customers, companies need to be...

    • Downloads: 52
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

    • Downloads: 180
  • For eBusiness & Channel Strategy Professionals

    Report:Global Retail Behaviors, 2011

    A Technographics® Global Overview Report

    The Internet plays an important role in consumers' retail habits across the world. Our 2011 data shows that the majority of global online consumers already shop online — and this isn't limited...

    • Downloads: 131
  • For eBusiness & Channel Strategy Professionals

    Report:The Impact Of Mobile Devices On US Retail

    ForecastView Document

    Mobile devices, both smartphones and tablets, have changed the way consumers shop. This slide deck, originally presented at Forrester's Forum For eBusiness And Channel Strategy Professionals in...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2013 To 2018 (US)

    ForecastView Spreadsheet

    US online retail sales continue to thrive: They accounted for almost 9% of the $3.2 trillion total retail market in 2013 and will continue to grow at a compound annual growth rate (CAGR) of nearly...

    • Downloads: 14
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2013 To 2018 (Latin America)

    ForecastView Spreadsheet

    Total online retail spending within the three Latin American (LATAM) countries covered in this forecast -- Argentina, Brazil, and Mexico -- is expected to reach $47.3 billion by 2018, up...

    • Downloads: 7
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

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

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell...

    • Downloads: 811