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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128 results in Reports

  • Retail
  • Past 12 months
  • 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: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: 2397
  • For Security & Risk Professionals

    Report:Market Overview: Data Loss Prevention

    Tools And Technology: The Data Security And Privacy Playbook

    Policies to control data use and movement require enforcement mechanisms. Data loss prevention (DLP) capabilities give security and risk (S&R) professionals the means to enforce those policies and...

    • Downloads: 119
  • 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: 226
  • For eBusiness & Channel Strategy Professionals

    Report:How To Transform Your Retail Store

    Executive Overview: The Digital Store Playbook

    Digital technologies are empowering customers like never before. At the same time, these technologies are transforming retail store operations, allowing stores and store associates to operate more...

    • Downloads: 296
  • For Customer Experience Professionals

    Report:Brief: Comparing CX Quality Between Store-Based Retailers And Digital-Only Retailers

    Store-based retailers face an uphill battle as they compete against digital giants like Amazon and Etsy for consumer dollars. Customer experience (CX) professionals should use this report to get a...

    • Downloads: 161
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of Global eCommerce Markets

    Vision: The eCommerce Globalization Playbook

    Global eCommerce is evolving rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

    • Downloads: 2556
  • For Infrastructure & Operations Professionals

    Report:Brief: Best Practices In Deploying A Customer Engagement Network In Retail

    In the "Have You Built A Customer Engagement Network In Retail?" Forrester report, we outlined 17 retail initiatives forcing infrastructure and operations (I&O) professionals to design, deploy, and...

    • Downloads: 106
  • For CIO Professionals

    Report:Brief: China Tech Spending By Industry, 2016

    Digital Business Drives Tech Spending In China

    China's recent macroeconomic performance has cast a veil of uncertainty over the prospects for global economic growth in 2016. Similarly, many vertical industries in China will continue to grow...

    • Downloads: 67
  • For CIO Professionals

    Report:European Tech Market Outlook, 2015 To 2016

    A Modest Improvement, Shadowed By A Strong Dollar

    CIOs in European countries can look forward to a slightly better tech market in 2015 and 2016. The European tech market has shown signs of moderate but sustained growth of 4% to 5% in euros. Aided by...

    • Downloads: 279
  • For CIO Professionals

    Report:2015 To 2016 Latin American Tech Market Update

    Troubles In Brazil, Argentina, And Venezuela Offset Better Tech Growth In Chile, Colombia, And Mexico

    Economic struggles and slower growth in the six major countries are contributing to a slow patch in Latin America's tech market growth, with 3.3% in 2015. By 2016, positive fundamentals such as...

    • Downloads: 199
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often leverages brick-and-mortar stores. In the age...

    • Downloads: 1159
  • For eBusiness & Channel Strategy Professionals

    Report:Take Your eCommerce Business Global

    Executive Overview: The eCommerce Globalization Playbook

    eCommerce revenues continue to climb around the globe: The US, Western Europe, and China alone will generate over $1.4 trillion in online sales this year. In fact, 2015 marked the year China...

    • Downloads: 525
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Luxury Goods Forecast, 2015 To 2020 (China)

    ForecastView Spreadsheet

    This forecast sizes spending in online luxury retail by Chinese online consumers. It examines growth in the overall Chinese online luxury retail market, and we also look at growth in seven main...

    • Downloads: 4
  • For Security & Risk Professionals

    Report:Seven Steps To Protect Your eCommerce Website In 2016

    Start Now To Protect Your Site Before The Next Holiday Crunch

    During the busy holidays, there is always news of a website breach or crash. Despite the millions of dollars they generate for their businesses, websites remain vulnerable to cyberattack, performance...

    • Downloads: 133
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 311
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Latin America)

    ForecastView Spreadsheet

    A challenging macroeconomic environment in the Latin American countries of Argentina, Brazil, and Mexico is directly affecting consumer spending on online retail. We expect the Latin American online...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:The Kids Are Overrated: Don't Worry About The Millennials

    Why eBusiness Pros Risk Missing A Bigger Prize

    It is human nature to be fascinated by youth. History has the exploits of Ponce de Leon and his search for the fountain of youth dating back to the 16th century. Even today, retailers are obsessed...

    • Downloads: 627
  • For Infrastructure & Operations Professionals

    Report:Have You Built A Customer Engagement Network In Retail?

    Nine Customer Experience And Eight Operational Initiatives That Will Shape Your Customer Engagement Network

    Borders Group, Circuit City, and Virgin Records were once juggernauts in retail stores. But companies such as Alibaba, Amazon, Apple, Flipkart, Rakutan, and Yandex have since changed the retail game,...

    • Downloads: 210
  • For Customer Experience Professionals

    Report:Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

    Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

    • Downloads: 241
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: US Online Retail Forecast: 2015 To 2020

    We expect US online retail to reach $373 billion in 2016. That figure will grow to more than $500 billion by 2020. This brief explores the drivers of online retail sales growth in the US and the...

    • Downloads: 158
  • 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: 73
  • For eBusiness & Channel Strategy Professionals

    Report:Paving The Path To Omnichannel Fulfillment

    Road Map: The Omnichannel Commerce Playbook

    Omnichannel fulfillment programs have topped eBusiness priority lists for a number of years. And while there is no doubt that retailers understand the omnichannel mandate, many are unsure of where to...

    • Downloads: 324
  • For CIO Professionals

    Report:US Tech Market Outlook For 2015 And 2016: The BT Agenda Powers Steady Expansion

    Software Expansion Offsets Weak Hardware And Outsourcing Demand

    Three trends dominate our updated US tech market forecast for 2015 and 2016. First, spending by CIOs and their business partners on the business technology (BT) agenda to win, serve, and retain...

    • Downloads: 463
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 656