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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138 results in Reports

  • Retail
  • Past 12 months
  • For eBusiness & Channel Strategy Professionals

    Report:The Chinese Retail Market Landscape In 2014

    Traditional Retailers Must Embrace Disruption

    The restructuring and slowing down of the Chinese economy is changing the country's retail industry. In 2014, the growth rate of China's top 100 retail chains has continued to decline and is now at...

    • Downloads: 95
  • For eBusiness & Channel Strategy Professionals

    Report:Prioritizing Online Access To In-Store Inventory

    Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

    Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

    • Downloads: 236
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading The Digital Business Revolution

    Insights From Keynote Speeches At Forrester's 2013 eBusiness And Channel Strategy Forum

    The forces of digital revolution have reached critical mass, threatening every incumbent firm in every industry. The 750 executives who gathered in Chicago in November 2013 for Forrester's Forum For...

    • Downloads: 439
  • For eBusiness & Channel Strategy Professionals

    Report:Use Mobile To Engage With In-Store Consumers In China

    Globally, mobile has changed the way consumers shop: They expect both to research and purchase goods on their mobile devices. The biggest sales opportunity in mobile is not driving digital sales, but...

    • Downloads: 132
  • For CIO Professionals

    Report:Accelerating Technology Change Restructures US Services Employment

    Human Middleware And Transaction Processing Jobs Are Becoming Obsolete

    A perfect storm of technology change is streamlining, simplifying, and atomizing business processes. The effects will ripple across organizations, as human capital shifts from handling transactions...

    • Downloads: 81
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of eCommerce In Brazil

    Five Ways In Which Online Retail Will Shift In The Next Five Years

    Brazil remains the dominant market in Latin America by a wide margin. A number of leading brick-and-mortar retailers in the country embraced eCommerce early on, and today both traditional retailers...

    • Downloads: 190
  • For eBusiness & Channel Strategy Professionals

    Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook

    Retail eCommerce has nearly two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report is a...

    • Downloads: 916
  • For CIO Professionals

    Report:Brief: The Home Depot's Age Of The Customer Transformation

    Senior Management's Digital Transformation Business Plan

    On Wednesday, March 19, 2014 at the International Strategy & Investment (ISI) Fourth Annual Retail Summit in Atlanta, Frank Blake, chairman and CEO of The Home Depot, talked about the firm's age of...

    • Downloads: 281
  • For eBusiness & Channel Strategy Professionals

    Report:Nailing In-Store Pickup

    Meeting And Exceeding The Expectations Of Today's Shopper

    Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become the standard for leading traditional retailers, with...

    • Downloads: 146
  • For Infrastructure & Operations Professionals

    Report:Brief: Using Technology To Drive In-Store Customer Engagement

    How To Start Employing Emerging Technologies To Join Physical And Virtual Shopping Experiences

    Infrastructure and operations (I&O) professionals at retail firms have an opportunity to help their companies employ in-store technologies to craft superior engagement strategies. As I&O becomes a...

    • Downloads: 313
  • 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: 13
  • For eBusiness & Channel Strategy Professionals

    Report:Executive Q&A: Top 10 Questions About Retail Pricing Solutions Answered

    Retail pricing solutions — technologies that help retailers set initial, ongoing, and clearance pricing for their product assortments — are quickly becoming standard competitive tools for...

    • Downloads: 60
  • 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: 62
  • For CIO Professionals

    Report:Executing Enterprise-Versus-Local Decisions

    The Second In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    All CIOs wrestle with which processes, technologies, organizations, and roles should be consistent across the organization (enterprise) and which should be specific to a business unit or geography...

    • Downloads: 174
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2014 To 2019 (Latin America)

    ForecastView Spreadsheet

    eCommerce in the Latin American markets covered in this forecast (Mexico, Brazil, and Argentina) will continue to enjoy robust growth for years to come. Compound annual growth rates (CAGRs) of online...

    • Downloads: 6
  • For eBusiness & Channel Strategy Professionals

    Report:Three Things Frightening Retailers Now

    An Analysis Of Web-Related Risk Factors Disclosed In SEC Filings

    eCommerce and technology have become a larger part of retail companies overall, but the benefits of web sales also come with significant risks. We looked at the risk factors cited in the U.S....

    • Downloads: 265
  • For Application Development & Delivery Professionals

    Report:Moment-Of-Truth Best Practices In Retail And CPG

    Application development and delivery (AD&D) professionals have heard how mobile moments transform customer experience and how micro moments — critical windows of opportunity — are the...

    • Downloads: 68
  • For CIO Professionals

    Report:Four Reasons For Sluggish Tech Market Growth And The Rationale For Future Optimism

    Weak Economies, A Changing Hardware Market, Cloud, And CEO Aversion To Investment Have Kept A Lid On Tech Buying

    Forrester's projected 5.5% growth in the global tech market in 2014 in local currency terms (6.2% in US dollars) is certainly an improvement over the more feeble growth of 2012 and 2013. Still, these...

    • Downloads: 144
  • For eBusiness & Channel Strategy Professionals

    Report:The eCommerce Juggernaut Dominates Retail

    Landscape: The Retail eCommerce Playbook

    In the second chapter of the retail eCommerce playbook, we lay out the current state of eCommerce and the enormous trillion-dollar opportunity it will represent around the world by 2018. We discuss...

    • Downloads: 1570
  • 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: 12
  • For eBusiness & Channel Strategy Professionals

    Report:European Cross-Channel Retail Sales Forecast, 2013 To 2018

    Tracking The Growing Influence Of The Web On European Retail Brick-And-Mortar Sales

    By 2018, Forrester forecasts that 44% of all retail sales in Europe will be offline sales that are influenced by the Web. The growth of these cross-channel retail sales emphasizes the importance of a...

    • Downloads: 310
  • 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: 317
  • For Infrastructure & Operations Professionals

    Report:Case Study: Jason's Deli Delivers Delicious Customer Service And Experience

    Visibility And Interconnectivity Yield A Responsive Service Ecosystem And Curious Workforce

    It's difficult to make a good sandwich if you don't understand your customer's order or you can't find the ingredients you need. Similarly, it's difficult to deliver a service smoothly if you don't...

    • Downloads: 68
  • For Application Development & Delivery Professionals

    Report:How To Turn The USA EMV Retail Deadline Into Customer Advantage

    In October 2015, responsibility for credit cardholder present fraud will shift from the issuer to retailers that have failed to implement chip and pin protection. Retailers with 75% of more of their...

    • Downloads: 81
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 344