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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202 results in Reports

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

    Report:Forrester Research Luxury Goods Forecast, 2015 To 2020 (EU-7)

    ForecastView Spreadsheet

    The €46.9 billion luxury goods market in Europe captures over 30% of luxury goods sales worldwide, with a significant share of sales coming from Italy, France, and the UK. Luxury goods growth...

    • Downloads: 13
  • 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: 16
  • For eBusiness & Channel Strategy Professionals

    Report:Polishing Up Your Products — Why PIM Really Matters

    Telling A Consistent And Engaging Product Story Is Imperative

    For decades, product data has been the lifeblood of many large enterprises. Now, in the age of the customer, eBusiness leaders and marketers are critically reliant not only on their product data, but...

    • Downloads: 296
  • For eBusiness & Channel Strategy Professionals

    Report:European Retail Segmentation: Emerging Patterns Of Multitouchpoint Shopping

    Using Forrester's Online Retail Segmentation Data To Understand Multitouchpoint Shopping Behavior Across Europe

    European shoppers are embracing an ever increasing range of new devices and touchpoints across the path to purchase. eBusiness professionals must be prepared for the rise of multitouchpoint shopping....

    • Downloads: 392
  • 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: 757
  • 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: 391
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Online retail spending by category in South Korea, Japan, Australia, India, and China. Includes online buyers and online spending per buyer by categories such as computer hardware and software,...

    • Downloads: 6
  • 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: 14
  • For eBusiness & Channel Strategy Professionals

    Report:TechRadar™: Retail Analytics Q3, 2014

    The Best Solutions Already Have Broad Adoption

    As retailers look to become customer-obsessed in the age of the customer — through personalization 2.0, a single view of the customer, big data processing, and omnichannel engagement —...

    • Downloads: 558
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Forecast: 2013 To 2018

    European Online Retail Sales Continue Their Double-Digit Growth

    Forrester forecasts that online retail sales in Europe will grow by a compound annual growth rate (CAGR) of 12% over the next five years to reach €233.9 billion by 2018. Online retail sales...

    • Downloads: 675
  • For eBusiness & Channel Strategy Professionals

    Report:Retailers Struggle To Profit Despite The Rise In Online Grocery Shopping In Western Europe

    A ForecastView Report

    Forrester recently updated its online retail sales forecast for Western Europe to show the strong growth in online grocery sales, particularly in France. This report provides insight into this trend...

    • Downloads: 18
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2014: Marketing

    This latest report in our series using data from The State Of Retailing Online, a Shop.org study conducted by Forrester Research, covers interactive marketing benchmarks for online retailers. More...

    • Downloads: 663
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Mobile And Tablet Commerce Forecast, 2015 To 2020 (EU-7)

    ForecastView Spreadsheet

    This forecast details mobile and tablet commerce sales, sales growth, and online market share from 2015 to 2020 for retail and travel across the UK, Germany, France, Italy, Spain, the Netherlands,...

    • Downloads: 24
  • 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: 382
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Web influence is the degree to which the Internet influences offline retail sales. This forecast highlights the effects of retailers’ cross-channel selling efforts. By 2020, we expect 42% of...

    • Downloads: 18
  • For eBusiness & Channel Strategy Professionals

    Report:OMS Platforms Bridge The Gap Between Online Commerce And Store POS For Omnichannel Retail

    Tools And Technology: The Omnichannel Commerce Playbook

    In today's high-touch omnichannel environment, retailers are in an all-out sprint to modernize their commerce systems in order to meet the higher customers' expectations. Firms are increasingly...

    • Downloads: 223
  • 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: 774
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Sales Will Prop Up Retail During The Holidays

    ForecastView Document

    Although annual retail sales in the US have been slower than anticipated in 2015, online sales continue to grow and we expect them to increase healthily this holiday season. Forrester expects US...

    • Downloads: 6
  • For eBusiness & Channel Strategy Professionals

    Report:Plan Your European eCommerce Expansion

    European Cross-Border Buyers Are Valuable Digital Embracers

    European online cross-border purchasing is happening, but with almost a quarter of European online adults buying cross-border, it has not yet reached a critical mass. Those in smaller European...

    • Downloads: 165
  • For eBusiness & Channel Strategy Professionals

    Report:Retail eCommerce In Brazil: Key Metrics 2014

    Understanding KPIs In Latin America's Largest eCommerce Market

    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: 194
  • 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: 458
  • 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: 292
  • For eBusiness & Channel Strategy Professionals

    Report:Who Does Mobile Commerce Well In The World's Largest eCommerce Market?

    Lessons From The Top Six eCommerce Retailers In China

    Mobile shopping has gained considerable momentum in China, but many retailers are still not ready to deliver good shopping experiences. Many retailers intend to upgrade their mobile commerce sites...

    • Downloads: 182
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Needs To Think Green

    The "Green Consumer" Opportunity And How Retailers Can Seize It

    Retailers have been dancing around green initiatives for years, but consumer demand has finally put green retail on the main stage. In addition to their obvious positive (or, at least, less damaging)...

    • Downloads: 230
  • 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: 1342