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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169 results in Reports

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

    Report:Brief: Demandware Gears Up To Enter The Store

    Demandware's Acquisition Of Tomax Accelerates In-Store Ambitions, But Retailers Will Likely Take A "Wait and See" Approach

    Demandware announced on January 12 its intent to the acquire Tomax, a Salt Lake City-based provider of point-of-service (POS), store operations, and merchandising solutions, a decision that will...

    • Downloads: 89
  • For eBusiness & Channel Strategy Professionals

    Report:Welcome To The Era Of Agile Commerce

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now...

    • Downloads: 4123
  • For eBusiness & Channel Strategy Professionals

    Report:Powering The Agile Store

    Bringing The Best Of Digital Into The Physical Environment To Empower Customers And Associates Alike

    Digital technology is poised to transform the retail experience. As many retailers struggle to maintain costly store estates, eBusiness executives have an opportunity to play a leading role in...

    • Downloads: 668
  • For eBusiness & Channel Strategy Professionals

    Report:Trends In India's eCommerce Market

    How Online Retail In India Is Evolving Differently From Other Major Markets

    India's eCommerce market is at an early stage but is expected to see huge growth over the next four to five years. Over the past 12 months, venture capitalists have invested heavily in India's...

    • Downloads: 751
  • For eBusiness & Channel Strategy Professionals

    Report:China Online Retail Forecast, 2013 To 2018

    China Online Sales To Pass $300 Billion By 2014

    China is forecast to be the largest eCommerce market in the world and is leaving eBusiness professionals feeling dizzy. A few unique factors drive the massive growth in this market: Both the B2C and...

    • Downloads: 412
  • For eBusiness & Channel Strategy Professionals

    Report:Nailing In-Store Pickup

    Meeting And Exceeding The Expectations Of Today's Shopper

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become the standard for leading traditional retailers, with...

    • Downloads: 188
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: The State Of India's Online Retail Market In 2015

    Mobile And Marketplaces Are Key Growth Drivers

    The Indian online retail market is at an early stage, yet it is attracting investment and Forrester expects it to grow at a rapid pace through 2019. We anticipate that India's online retail spending...

    • For eBusiness & Channel Strategy Professionals

      Report:The State Of The Digital Store

      Landscape: The Digital Store Playbook

      The face of retail is changing. In-store digital experimentation is well underway, and eBusiness executives have the technical know-how and an increasingly cross-functional view to lead these...

      • Downloads: 700
    • For eBusiness & Channel Strategy Professionals

      Report:The eCommerce Juggernaut Dominates Retail

      Landscape: The Retail eCommerce Playbook

      In the second chapter of the retail eCommerce playbook, we lay out the current state of eCommerce and the enormous trillion-dollar opportunity it will represent around the world by 2018. We discuss...

      • Downloads: 1610
    • For eBusiness & Channel Strategy Professionals

      Report:Prioritizing Online Access To In-Store Inventory

      Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

      Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

      • Downloads: 258
    • 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: 514
    • For eBusiness & Channel Strategy Professionals

      Report:European Mobile And Tablet Commerce Forecast, 2013 To 2018

      Forrester estimates that 49% of online retail, travel, and daily deals sales in the EU-7 (France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK) will be from mobile and tablets by 2018....

      • Downloads: 188
    • For eBusiness & Channel Strategy Professionals

      Report:European Online Retail: Five Trends To Watch In 2013

      European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

      European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

      • Downloads: 730
    • 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: 248
    • For eBusiness & Channel Strategy Professionals

      Report:Website Functionality Benchmark 2013: US Online Apparel Retailers

      The US online apparel retail market is highly competitive. To see whether top US online apparel retailers offer a best-in-class online retail experience, Forrester analyzed Abercrombie & Fitch,...

      • Downloads: 464
    • For eBusiness & Channel Strategy Professionals

      Report:Who Does Mobile Commerce Well?

      Lessons From 20 Top Mobile Merchants

      One of the most common questions that eBusiness executives currently pose is "Who does mobile commerce well?" In this document, we provide examples of 20 mobile experiences across a variety of retail...

      • Downloads: 350
    • 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: 29
    • 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: 2109
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Key Technology Themes For Digital Retailers

      NRF's Big Show Highlights A New Generation Of Solutions Offering Customer-Centric And Data-Based Insights

      The rules of engagement between retailers and customers are changing. Recognizing the serious challenge they face, eBusiness professionals often turn to solution providers that specialize in...

      • Downloads: 161
    • For eBusiness & Channel Strategy Professionals

      Report:Take Your eCommerce Business Global

      Executive Overview: The eCommerce Globalization Playbook

      eCommerce revenues continue to climb around the globe: The US, Western Europe, and China alone will generate over $800 billion in online sales this year. Online shoppers do not have the same...

      • Downloads: 294
    • For eBusiness & Channel Strategy Professionals

      Report:Predictions 2015: European Retailers Will Embrace Experimentation

      Customers are increasingly empowered with the ability to decide where, when, and how they engage with organizations as they shop. In 2015, European consumers' increasingly multitouchpoint shopping...

      • Downloads: 138
    • For eBusiness & Channel Strategy Professionals

      Report:The Impact Of Beacons In Retail

      Vendors Forge Partnerships While Retailers Deploy Pilots

      Retail organizations today are rapidly deploying beacon pilots based on Bluetooth low energy (BLE). While this indoor location technology offers the ability to identify a unique shopper within the...

      • Downloads: 477
    • For eBusiness & Channel Strategy Professionals

      Report:Avoid The Rush And Deal With The Realities Of Same-Day Delivery

      Large Retailers Tout Same-Day Delivery As The Next Standard For Shipping, But Challenges Raise Doubts About Long-Term Viability

      Same-day delivery is often touted in the media as the next standard for fulfilling online orders, but many retailers struggle to see the viability of offering this service as a long-term business...

      • Downloads: 141
    • For eBusiness & Channel Strategy Professionals

      Report:Trends 2013: US Retail eBusiness

      As US online retail continues to grow and capture shopper wallet share, online retail executives must determine the best areas on which to focus their limited resources, particularly given the number...

      • Downloads: 1047
    • 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: 13