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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167 results in Reports

  • Retail
  • eBusiness & Channel Strategy
  • For eBusiness & Channel Strategy Professionals

    Report:India Online Retail Forecast, 2013 To 2018

    The Indian online retail market is in a nascent stage, yet it is growing rapidly. Despite all of the existing challenges related to underdeveloped logistics and supply chain operations, poor...

    • Downloads: 366
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Forecast, 2012 To 2017

    Economic Instability Across Europe Will Do Little To Slow Retail eCommerce Growth

    By 2017, Europeans will spend more than €191 billion online on retail products, and online retail growth will continue to outpace offline growth. As wallet share gradually shifts toward the...

    • Downloads: 1127
  • For eBusiness & Channel Strategy Professionals

    Report:The Fragmented Chinese Retail Market Creates eCommerce Opportunities

    eCommerce has grown tremendously in China in the past few years. The Chinese market is prospering, with comprehensive eCommerce platforms and vertical eCommerce players competing to better serve...

    • Downloads: 143
  • For eBusiness & Channel Strategy Professionals

    Report:While Retail Footfall Decreases, Digital Influence On Consumer Shopping Behavior Increases

    ForecastView Document

    Forrester recently launched its first European Web-influenced retail sales forecast and European mobile and tablet commerce forecasts. This report provides insight into the online factors that...

    • Downloads: 30
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

    This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a Shop.org research survey conducted by Forrester Research. Specific topics covered in this...

    • Downloads: 2166
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Online retail sales in Western Europe are growing at a compound annual growth rate (CAGR) of 11.5% over the next five years, with the highest growth coming from Southern Europe. Although a majority...

    • Downloads: 18
  • For eBusiness & Channel Strategy Professionals

    Report:Develop A Digital Business Road Map That Drives Innovation

    Road Map: The Digital Business Transformation Playbook

    Digital business transformation is a multiyear, multidimensional challenge. Traditional wisdom encourages firms to approach such a wholesale change as a big-bang transformation program, but the...

    • Downloads: 483
  • For eBusiness & Channel Strategy Professionals

    Report:International Shipping Solutions For US Online Retailers

    Using Cross-Border Shipping To Reach Global Customers

    The US may boast the largest eCommerce market today, but eCommerce growth rates are far higher in other countries across Europe, Asia Pacific, Latin America, and other regions of the globe than in...

    • Downloads: 377
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Retail Forecast, 2012 To 2017

    US Online Retail Will Reach $262 Billion In 2013

    Online retail in the US continues to grow at a rapid rate, outpacing sales growth at traditional stores and stealing market share from them. We predict that online retail in 2013 will reach $262...

    • Downloads: 1617
  • For eBusiness & Channel Strategy Professionals

    Report:The Purchase Path Of Online Buyers In 2012

    In 2011, Forrester partnered with GSI Commerce and its digital agency True Action to evaluate how shoppers touched various marketing touchpoints, such as paid search and email, prior to completing a...

    • Downloads: 1537
  • For eBusiness & Channel Strategy Professionals

    Report:Using The Online Channel To Tap Into China's Luxury Goods And Services Shoppers

    With the rapid growth and significant changes in China's luxury goods and services market in the past decade, many eBusiness professionals are finding it difficult to navigate this rapidly evolving...

    • Downloads: 216
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2014 To 2019 (Canada)

    ForecastView Spreadsheet

    Canadian online retail sales account for 6% of total Canadian retail sales today, lagging behind the US and other developed markets. Many retailers have been slow to build out their digital offering,...

    • Downloads: 15
  • For eBusiness & Channel Strategy Professionals

    Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook

    Retail eCommerce has nearly two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report is a...

    • Downloads: 1009
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2014: European Online Apparel Retailers

    The online apparel retail market is highly competitive across all regions. To assess whether European online-only apparel retailers have the features and functionality to compete, Forrester evaluated...

    • Downloads: 131
  • For eBusiness & Channel Strategy Professionals

    Report:Use Mobile To Engage With In-Store Consumers In China

    Globally, mobile has changed the way consumers shop: They expect both to research and purchase goods on their mobile devices. The biggest sales opportunity in mobile is not driving digital sales, but...

    • Downloads: 143
  • 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 eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 491
  • For eBusiness & Channel Strategy Professionals

    Report:Capture The Global eCommerce Opportunity

    Landscape: The eCommerce Globalization Playbook

    Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

    • Downloads: 2048
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2015: Key Metrics, Initiatives, And Mobile Benchmarks

    Forrester partners with Shop.org, a division of the National Retail Federation, to survey retailers annually about their eCommerce businesses and key initiatives for the coming year. This latest...

    • Downloads: 435
  • For eBusiness & Channel Strategy Professionals

    Report:The Art And Science Of Retail eCommerce

    Executive Overview: The Retail eCommerce Playbook

    As retail eCommerce sales continue to explode, eBusiness executives must check all the boxes to ensure that they are not missing opportunities in this critical channel. This playbook provides...

    • Downloads: 1974
  • For eBusiness & Channel Strategy Professionals

    Report:The Emerging Technologies Of The Digital Store

    Retailers across the globe are investing significant resources and cash to adapt retail stores to meet the realities of digital disruption. The breakneck pace of technological innovation means...

    • Downloads: 557
  • For eBusiness & Channel Strategy Professionals

    Report:The Coming Of HTML5

    Why It's Time To Think Seriously About Using HTML5 To Differentiate The Desktop Shopping Experience

    With broad support across smartphone and tablet devices, HTML5 is already underpinning many mobile web experiences. However, adoption of the technology on the desktop has been slow to date due to...

    • Downloads: 718
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the...

    • Downloads: 1986
  • For eBusiness & Channel Strategy Professionals

    Report:Asia Pacific Online Retail Forecast, 2013 To 2018

    Trends In China, Japan, South Korea, India, And Australia

    The past decade has solidified the leading role that Asia Pacific plays in the global economy, and eCommerce is no exception. Our forecast outlines the magnitude of the opportunity in the region:...

    • Downloads: 684
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Web-Influenced Retail Sales Forecast, 2014 To 2019 (India)

    ForecastView Spreadsheet

    The forecast analyzes the influence of the Web on retail sales to understand the total web impact (online sales plus web influence on offline sales) on retail sales and the need for omnichannel...

    • Downloads: 6