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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203 results in Reports

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

    Report:Online Retailers: Focus On Serving Your Customers In Their Mobile Moments

    You Have Many Opportunities To Drive Sales And Customer Loyalty

    For the past 20 years, online retailers have been steadily taking market share away from traditional retailers. Initially, they used price arbitrage, but more recently have shifted focus to...

    • Downloads: 292
  • 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: 391
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (Western Europe)

    ForecastView Document

    Derived from the Western European online retail forecast, this forecast details the regional online retail spending in the holiday season (i.e., November and December). This includes historical data...

    • Downloads: 11
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (US)

    ForecastView Document

    Derived from the US online retail forecast, this forecast details the online retail spending in the US during the holiday season (i.e., November and December). This includes historical data going...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:eCommerce Trends And Outlook For Latin America

    Trends In Brazil, Argentina, And Mexico From The Latin America Online Retail Forecast, 2015 To 2020

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

    • Downloads: 98
  • For eBusiness & Channel Strategy Professionals

    Report:The eCommerce Juggernaut Dominates Retail

    In this document, we lay out the current state of eCommerce and the enormous trillion-dollar opportunity it will represent around the world by 2018. We discuss the key drivers of web success; the...

    • Downloads: 1749
  • 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: 641
  • For eBusiness & Channel Strategy Professionals

    Report:Abolish Abandon Rates For In-Store Pickup

    Retailers Must Find Opportunities To Increase "Buy Online, Pick Up In Store" Conversion Through Best Practices And Operational Excellence

    Omnichannel fulfillment is commonplace among today's leading retailers. However, eBusiness professionals are at risk of not meeting goals for these programs if they fail to move from basic...

    • Downloads: 120
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2015

    ForecastView Spreadsheet

    The Forrester Readiness Index (FRI) for eCommerce assesses 25 variables that give insights into 55 global markets. While there is no universal tool for selecting expansion opportunities, the...

    • Downloads: 10
  • 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: 259
  • For eBusiness & Channel Strategy Professionals

    Report:New Online Shopping Traditions Emerge From The 2015 US Holiday Season

    A Technographics® 360 Report: Using Online Community And Social Listening Data

    With the 2015 holiday season safely behind us, eBusiness professionals can start to analyze US consumers' holiday season shopping behaviors. Due to the large sales volumes, consumers' high...

    • Downloads: 23
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Singles' Day 2015 Shatters Records With $14.3 Billion In Online Sales

    What You Need To Know About The World's Biggest eCommerce Day

    In China, November 11, or Singles' Day, is now the biggest eCommerce day in the world. In fact, last year, Alibaba's Singles' Day sales surpassed the total sales of the second biggest online sales...

    • Downloads: 49
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Should "Ship-From-Store"

    Revenue, Customer Experience, And Margin Gains Await Retailers That Have The Vision To Seize This Strategic Opportunity

    Amazon is intensifying the online battle across many fronts, including the construction of new distribution centers designed to get orders to the customer as quickly and cheaply as possible....

    • Downloads: 708
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2015 (Western Europe)

    ForecastView Document

    This forecast details online retail spending during the holiday season (i.e., November and December) and is a derivation of the annual Western European online retail forecast. This includes...

    • For eBusiness & Channel Strategy Professionals

      Report:Brief: European Online Holiday Retail Sales Forecast, 2014

      European Online Holiday Sales Will Reach €35 Billion

      As Europe gears up for the most multidevice, multichannel holiday season ever, Forrester forecasts that online retail sales in Europe will generate €35 billion during the holiday months of...

      • Downloads: 85
    • For eBusiness & Channel Strategy Professionals

      Report:The Future Of The Digital Store

      Vision: The Digital Store Playbook

      The retail store is on the cusp of a transformation, one that hasn't been seen since the advent of the modern suburban mall. Today's customers have access to a growing set of digital devices —...

      • Downloads: 811
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2013 To 2018 (EU-7)

      ForecastView Spreadsheet

      By 2018, 43% of all EU-7 retail sales will be influenced by the Web, up from 30% in 2013. Seventy percent of web-influenced sales in EU-7 come from the UK, France, and Germany, with Spain and Italy...

      • Downloads: 7
    • For eBusiness & Channel Strategy Professionals

      Report:eCommerce Sales Of €9.4 Billion In 2015 Make Russia The Fourth Largest Market In Europe

      ForecastView Document

      eCommerce sales of €9.4 billion in 2015 make Russia the fourth largest and fastest growing eCommerce market in Europe. Despite the turbulence of the Russian economy in 2015, eCommerce growth will...

      • Downloads: 6
    • For eBusiness & Channel Strategy Professionals

      Report:Market Overview: Mobile Point Of Service Solutions For Retail

      Despite Rapid Adoption Of mPOS Solutions By Retailers, Business Objectives Remain Uncertain

      Over the past decade, as retail sales have shifted from physical stores to digital channels, traditional store-based retailers have been struggling to compete with the endless aisle and low prices...

      • Downloads: 1126
    • 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: 253
    • 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: 425
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Data: Mobile And Tablet Commerce Forecast, 2016 To 2021 (EU-7)

      ForecastView Spreadsheet

      This update to the mobile and tablet forecast for the EU-7 (France, Germany, Italy, Netherlands, Spain, Sweden, and the UK) provides smartphone and tablet online sales by country and category for...

      • For eBusiness & Channel Strategy Professionals

        Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Asia Pacific)

        ForecastView Spreadsheet

        We expect online retail sales in Asia Pacific — Australia, China, India, Japan, and South Korea — to reach $1.4 trillion by 2020, growing at a compound annual growth rate (CAGR) of 14.3%...

        • Downloads: 8
      • For eBusiness & Channel Strategy Professionals

        Report:Consumer Wallet Shift And Retailer Strategy Bolster Canadian Online Retail

        ForecastView Document

        Online retail sales in Canada are set to rise by over 15% in 2014, topping C$22 billion but still representing just 6% of the total retail market. However, with continued double-digit growth through...

        • Downloads: 10
      • For eBusiness & Channel Strategy Professionals

        Report:Selling Direct-To-Consumer Online In China

        Brands Must Embrace Sales Channels Beyond Marketplaces

        eBusiness professionals responsible for driving online growth in China should consider the long-term benefits of selling direct-to-consumer (DTC) online. Not only does selling DTC promise higher...

        • Downloads: 181