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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170 results in Reports

  • Retail
  • eBusiness & Channel Strategy
  • 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: 227
  • 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: 618
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2012 To 2017 (US)

    ForecastView Spreadsheet

    Online retail spending by 30 retail categories such as PCs, apparel, housewares, consumer electronics, and baby products. Includes metrics, by category, such as online buyers, average spending per...

    • Downloads: 21
  • For eBusiness & Channel Strategy Professionals

    Report:Why Shoppers Buy At General Merchants

    North American Consumer Technographics®: Uncovering The Drivers Of Repeat Online And Offline Purchase

    Consumers today have a myriad of choices when deciding where to shop. The age of the customer is in full swing, and to best serve existing and potential customers, companies need to be...

    • Downloads: 53
  • 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: 163
  • 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:US Online Holiday Retail Forecast, 2012

    US Holiday Online Sales To Top $68 Billion

    Forrester estimates that US holiday season online retail sales will grow 15% from 2011 to 2012. We expect consumers to show a willingness to spend this season and to use a variety of touchpoints,...

    • Downloads: 411
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Turn Pain Into Profits Through Omnichannel Returns

    Omnichannel returns, which allow customers to return online orders to a physical store, are a standard offering for most leading multichannel retailers. But even with this customer-centric capability...

    • Downloads: 107
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Omnichannel Order Management, Q3 2014

    IBM And Manhattan Associates Stand Out In An Increasingly Competitive Landscape Of Solutions

    In Forrester's 77-criteria evaluation of omnichannel order management vendors, we identified the nine most significant software providers in the category — eBay Enterprise, hybris (an SAP...

    • Downloads: 923
  • For eBusiness & Channel Strategy Professionals

    Report:Retail eCommerce In Canada 2015

    A Look At Canadian Online Retailers' Key Metrics, Initiatives, And Marketing Tactics

    Forrester partnered with Retail Council Of Canada to conduct a survey of Canadian retailers regarding their eCommerce businesses and key initiatives for the year. The survey incorporated insights...

    • Downloads: 121
  • 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: 776
  • 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: 230
  • For eBusiness & Channel Strategy Professionals

    Report:Just For You: Use Personalization Technology To Help Associates In The Retail Store

    Retailers Fail To Create Relevant Digital Experiences For Their Associates

    As retail stores transform into digital stores, customers will expect personalized content and experiences in-aisle. Personalization technologies such as automated product recommendations are poised...

    • Downloads: 171
  • 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: 593
  • 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: 240
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2014

    ForecastView Spreadsheet

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

    • Downloads: 6
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Digital Wallet Options For Your Business

    With Digital Wallets, One Size Doesn't Fit All

    Digital wallets are poised to transform the way consumers shop and pay retailers, restaurants, and service providers. Early wallets are enabling the convergence of offers, coupons, loyalty, and...

    • Downloads: 817
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

    This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a Shop.org research survey conducted by Forrester Research. Specific topics covered in this...

    • Downloads: 2171
  • For eBusiness & Channel Strategy Professionals

    Report:US Retail Segmentation: Gen Y Online Shoppers

    Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US

    In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

    • Downloads: 646
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    One of the questions that organizations launching an eCommerce operation commonly ask is, "Are there common elements behind success?" With more than a decade of retail eCommerce behind us, we can see...

    • Downloads: 977
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Total online retail spending within the three Latin American (LATAM) countries covered in this forecast -- Argentina, Brazil, and Mexico -- is expected to reach $47.3 billion by 2018, up...

    • Downloads: 7
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the...

    • Downloads: 2064
  • 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: 168
  • 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: 24