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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188 results in Reports

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

    Report:Predictions 2015: US B2C And B2B eCommerce Players Will Struggle To Keep Up With Customers

    eCommerce continues to grow rapidly for both B2C and B2B businesses. This report prognosticates the most pressing issues that eBusiness and channel strategy professionals need to watch in 2015 and...

    • Downloads: 508
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2013 To 2018 (US), Q4 2014 Update

    ForecastView Spreadsheet Q4 2014 Update

    Our US online retail forecast update in Q4 found a slightly faster uptake in eCommerce sales in 2014, which are projected to grow at an 11.1% compound annual growth rate (CAGR) by 2018. The increase...

    • Downloads: 45
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading A Digital Business Transformation

    Insights From The Front Lines At 3M, Bank Of America, And Walgreens

    The forces of digital disruption have reached critical mass, threatening every incumbent firm in every industry. Attendees at our Forum For eBusiness & Channel Strategy Professionals heard from...

    • Downloads: 582
  • 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: 17
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2015: The Digital Store Platform Will Support The Retail Store Of The Future

    Digital Commerce And Engagement Technology Will Be Infused Into The Retail Store To Drive Service And Convenience

    eBusiness leaders have experimented with digital store technology such as kiosks and in-store analytics for a few years now. For the most part, these technologies have been deployed as pilots,...

    • Downloads: 725
  • 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: 453
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Seize A Window Of Opportunity In Patent Reform Now

    Don't Let Patent Trolls Hamper Your Digital Retailing Innovation Efforts

    Virtually all eBusiness and channel strategy professionals face a significantly increased volume of patent litigation due to the issuance of many more loose patents since the 1990s and from the...

    • Downloads: 27
  • 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: 917
  • 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: 206
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Canadian Online Retail — 2013

    Forrester has partnered with Canada Post and Shop.ca to evaluate the changing trends in online retail in Canada. On paper, the Canadian online retail market has been going through a renaissance,...

    • Downloads: 502
  • 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: 14
  • 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: 243
  • For eBusiness & Channel Strategy Professionals

    Report:Cross-Border Sales Drive 17% Of Online eCommerce In Western Europe

    ForecastView Document

    This report provides context for and insight into the Forrester Research Online Cross-Border Retail Forecast, 2013 To 2018 (Western Europe). This forecast defines cross-border buyers as consumers who...

    • Downloads: 28
  • For eBusiness & Channel Strategy Professionals

    Report:Drive Incremental Sales With Endless Aisle Capabilities

    Today's Tools Deliver Top-Line Growth For Retailers

    The retail industry has been tackling omnichannel fulfillment for a few years, with most of the focus going toward store fulfillment of online orders and click-and-collect. These capabilities rose to...

    • Downloads: 227
  • 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: 352
  • For eBusiness & Channel Strategy Professionals

    Report:Rank Yourself With The Digital Maturity Model

    Assessment: The Retail eCommerce Playbook

    As eBusiness and channel strategy professionals at retail companies evaluate their eCommerce opportunities, establishing a level set of current strengths and weaknesses is essential. This year,...

    • Downloads: 1743
  • 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: 217
  • For eBusiness & Channel Strategy Professionals

    Report:Win Your Offline Mobile Moments

    Use Mobile To Break Down Channel Barriers On-Premises

    Your customer is experiencing a mobile mind shift. She expects to get anything she wants, immediately and in context. Whether she's in your store making a product decision or navigating an airport,...

    • Downloads: 250
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2013

    ForecastView Spreadsheet

    Forrester's ForecastView group undertook a 2013 study to assess eCommerce readiness among 55 global markets. While there is no universal tool in selecting expansion opportunities, the Forrester...

    • Downloads: 7
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding The Dynamics Of China's eCommerce Market

    China is set to be the world's largest eCommerce market by 2015. Growth in this market shows no signs of slowing down, but many of the forces driving sales differ from other eCommerce markets. This...

    • Downloads: 608
  • For eBusiness & Channel Strategy Professionals

    Report:How US Consumers Shop On Mobile Devices

    Consumers Use Mobile Phones Primarily For In-Store Product Research

    Sales remain small on mobile devices, and online retailers are taking a cautious approach to investment in mobile services — for now. In this report, we discuss the size of the US mobile retail...

    • Downloads: 884
  • For eBusiness & Channel Strategy Professionals

    Report:The New Paradigm Of Retail

    Vision: The Retail eCommerce Playbook

    Omnichannel and agile commerce promise to change the offers that retailers provide and the ways in which consumers buy; as a result, the look and feel of retail is certain to change in lockstep. All...

    • Downloads: 4024
  • 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: 9
  • 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: 642
  • 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: 1080