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.

Refine your results

Date Range

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

200 results in Reports

  • Retail
  • eBusiness & Channel Strategy
  • 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: 174
  • 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: 1103
  • For eBusiness & Channel Strategy Professionals

    Report:The Web Will Influence 45% Of EU-7 Offline Sales By 2020

    ForecastView Document

    This report provides context for and insight into Forrester's Web-Influenced Retail Sales Forecast, 2015 To 2020 (EU-7). Although 91% of retail sales in the EU-7 were offline in 2014, an online...

    • Downloads: 28
  • For eBusiness & Channel Strategy Professionals

    Report:Canadian Online Retail Forecast, 2014 To 2019

    Canadian Online Retail Set To Reach $39 Billion By 2019

    Online retail in Canada is fast picking up steam, with a compound annual growth rate (CAGR) over the next five years almost five times higher than the tepid growth of brick and mortar sales across...

    • Downloads: 287
  • For eBusiness & Channel Strategy Professionals

    Report:Build A Profitable Omnichannel Fulfillment Program

    Processes: The Omnichannel Commerce Playbook

    It's increasingly common for retailers with stores and digital businesses to either already have in place or plan to implement omnichannel fulfillment programs. However, many are unaware of the...

    • Downloads: 175
  • For eBusiness & Channel Strategy Professionals

    Report:The Best Of Digital Store Experiences

    Leading Digital Store Initiatives Apply Customer Experience Principles

    Digital store experiences aren't living up to their potential. While new technologies hold the promise of transforming the experience for the customer and the associate, many first-generation digital...

    • Downloads: 278
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: The Omnichannel And Mobile Juggernaut

    Landscape: The Retail eCommerce Playbook

    In 2016, retail eBusiness executives will face stronger competitors, rising labor costs, and the prospect of damaging customer data breaches. This brief predicts how investments in six areas will...

    • Downloads: 576
  • 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: 385
  • For eBusiness & Channel Strategy Professionals

    Report:Free Shipping Continues To Be Every Retailer's Frenemy

    Shipping can be seen as both a friend and an enemy to retailers, incentivizing customers to transact via free offers on the one hand while incurring hard costs on the other. Unfortunately, retailers...

    • Downloads: 465
  • For eBusiness & Channel Strategy Professionals

    Report:Is The Web A Threat Or An Opportunity For Organized Retail In India?

    ForecastView Document

    This report provides insights into Forrester's Web-Influenced Retail Sales Forecast, 2014 To 2019 (India). We define web-influenced retail sales as offline retail sales that are influenced by online...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading The Digital Business Revolution

    Insights From Keynote Speeches At Forrester's 2013 eBusiness And Channel Strategy Forum

    The forces of digital revolution have reached critical mass, threatening every incumbent firm in every industry. The 750 executives who gathered in Chicago in November 2013 for Forrester's Forum For...

    • Downloads: 532
  • 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: 4236
  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Shopping

    Only Six Sectors Will Thrive; Others Will Struggle Or Die

    The retail industry is more complex than ever. Every year, startups release new technologies that promise to help consumers shop more easily or aim to help retailers improve their businesses. At the...

    • Downloads: 1325
  • For eBusiness & Channel Strategy Professionals

    Report:Why Consumers And Retailers Alike Are Embracing Reserve-And-Collect

    Store pickup is a tried-and-true form of fulfillment for omnichannel retailers but not all store pickup programs were created equal. In fact, today there are fundamental differences in programs...

    • Downloads: 246
  • For eBusiness & Channel Strategy Professionals

    Report:Asia Pacific Online Retail Forecast, 2015 To 2020

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

    Asia Pacific contains both the largest and the fastest growing eCommerce markets (China and India, respectively) that Forrester forecasts across the globe. Our forecast outlines the magnitude of the...

    • Downloads: 175
  • For eBusiness & Channel Strategy Professionals

    Report:Black Friday — The Sale That Stole Christmas

    What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?

    The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

    • Downloads: 72
  • For eBusiness & Channel Strategy Professionals

    Report:Executive Q&A: How US Merchants Should Unlock More Value From NFC Payments In 2016

    In the past year, two market factors started to shape the next phase for mobile payments in-store. First, tech giants like Apple, Google, and Samsung released new NFC-based payment systems. Second,...

    • Downloads: 93
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2015: Marketing And Merchandising

    Shop.org, the digital division of the National Retail Federation, in partnership with Forrester Research, conducted its annual survey of web retailers in May and June of 2015. This study is a review...

    • Downloads: 545
  • For eBusiness & Channel Strategy Professionals

    Report:Leveraging Location Data In Retail Requires Contextual Privacy

    Missteps Can Generate Bad Publicity And Alienate Customers

    Retail marketers long for the kinds of in-store analytics and in-aisle targeting that eBusiness teams have leveraged for over a decade with web analytics and online measurement technologies. New...

    • Downloads: 274
  • For eBusiness & Channel Strategy Professionals

    Report:What Banks Can Learn From Retailers' Websites

    Eight Marketing And Sales Tactics That Digital Banking Teams Should Borrow From Their Retail Peers

    Over the past decade, eBusiness and channel strategy teams at many large banks have done yeoman's work in upgrading and improving their public websites. They've made great strides in areas like...

    • Downloads: 390
  • 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: 23
  • For eBusiness & Channel Strategy Professionals

    Report:10 FAQs On The State Of Online Retail

    What Inquiring eBusiness Executives Are Always Asking About

    This report answers the top questions that Forrester clients ask about the state of online retail. In an FAQ format, we address eBusiness professionals' general sizing, region, and category...

    • Downloads: 101
  • 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: 290
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Online retail spending by 30 retail categories such as PCs, apparel, housewares, and consumer electronics. Includes metrics by category, such as online buyers and channel share as percent of overall...

    • Downloads: 7
  • For eBusiness & Channel Strategy Professionals

    Report:Commerce Technology Vendor Catalog

    Tools And Technology: The Retail eCommerce Playbook

    This report helps eBusiness professionals understand the landscape of vendors across 45 different technology categories that span marketing, merchandising, customer service, fulfillment, back-office...

    • Downloads: 265