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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129 results in Reports

  • Retail
  • Past 12 months
  • For CIO Professionals

    Report:Digital Predator Or Digital Prey?

    Six BT Transformation Strategies To Energize Your Digital Business

    By 2020 every business will become a digital predator or digital prey — which will your company evolve into? The answer to this question lies in how well you, as the CIO, and the executives in...

    • Downloads: 242
  • For CIO Professionals

    Report:The Midyear Global Tech Market Outlook For 2015 To 2016

    Moderate Growth In Local Currencies Led By The BT Agenda, But A Decline In US Dollars

    At the midyear point in 2015, CIOs in most countries are operating in tech markets with moderate growth of around 4% in local currencies, a bit weaker than what we projected in January 2015. However,...

    • Downloads: 91
  • For eBusiness & Channel Strategy Professionals

    Report:Why Shoppers Buy At General Retailers In France And The UK

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

    Consumers are more empowered today than ever before to choose where and when they shop. Forrester sought to develop an understanding of how and why consumers choose a retailer and what they expect...

    • Downloads: 19
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (US)

    ForecastView Document

    Derived from the US online retail forecast, this forecast details the online retail spending in the US during the holiday season (i.e., November and December). This includes historical data going...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Five Lessons From Five Cyber Mondays

    Insights From US eCommerce's Biggest Day Of The Year

    Cyber Monday, the Monday after Black Friday, is now the biggest shopping day of the year for online retailers in the US. In fact, online retail sales exceeded $2 billion on Cyber Monday in 2014. In...

    • Downloads: 131
  • 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: 618
  • For eBusiness & Channel Strategy Professionals

    Report:The Fragmented Chinese Retail Market Creates eCommerce Opportunities

    eCommerce has grown tremendously in China in the past few years. The Chinese market is prospering, with comprehensive eCommerce platforms and vertical eCommerce players competing to better serve...

    • Downloads: 167
  • 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: 487
  • For Application Development & Delivery Professionals

    Report:TechRadar™: Logistics Applications, Q1 2015

    Logistics Applications Deliver Merchandise Availability And Lead-Time Transparency For Compelling Customer Experience

    In the age of the customer, merchandise availability and lead time are critical differentiating elements of the customer experience. Existing and new technologies provide both the threat and...

    • Downloads: 243
  • 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: 173
  • For eBusiness & Channel Strategy Professionals

    Report:Cross-Border eCommerce: The Opportunity For US Online Retailers

    International Shipping Solutions Provide A Low-Cost Way To Reach Global Online Shoppers

    eCommerce growth rates in many regions of the globe are outpacing eCommerce growth in the US. As a result, eBusiness executives at US online retailers are considering new ways to expand globally....

    • Downloads: 121
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These...

    • Downloads: 1268
  • 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: 108
  • For CIO Professionals

    Report:Forrester's Data Can Help CIOs Defend And Improve Tech Budgets

    2014 To 2015 Tech Budget Benchmarks

    CIOs often request tech budget benchmarks, and Forrester is once again providing these benchmarks using data from our Business Technographics® Global Budgets Survey. This report provides 2015...

    • Downloads: 288
  • For Application Development & Delivery Professionals

    Report:Increase Flexibility By Embracing Future Business And Technology Trends

    This report outlines Forrester's vision for the future of business applications. It summarizes the key business drivers and trends that are reshaping the value proposition of business applications....

    • Downloads: 2272
  • 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: 1050
  • For Customer Experience Professionals

    Report:The China Customer Experience Index, 2015

    A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

    For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...

    • Downloads: 61
  • 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: 183
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2015: Key Metrics, Initiatives, And Mobile Benchmarks

    Forrester partners with Shop.org, a division of the National Retail Federation, to survey retailers annually about their eCommerce businesses and key initiatives for the coming year. This latest...

    • Downloads: 620
  • 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: 108
  • For Customer Experience Professionals

    Report:Brief: How QVC Creates Great Omnichannel Customer Experience

    At Forrester's CXNYC 2015 Forum for customer experience (CX) professionals, QVC shared the practices it follows to create a great omnichannel customer experience. In addition to being a leader in...

    • Downloads: 90
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet Q4 2014 Update

    Our Q4 update to the online retail sales forecast in Western Europe has found slower growth in France and stronger growth in the UK, Italy, and Ireland compared with the previous forecast. The Q4...

    • Downloads: 41
  • For Application Development & Delivery Professionals

    Report:Tool Up For Digital Store Operations

    Applications Best Practices For Integrating Store Operations Into Your Strategy

    The death of the physical store is a popular, but not completely accurate, story in headlines today. Even as physical stores face pressures from digital channels and competition, the in-store...

    • Downloads: 69
  • For Enterprise Architecture Professionals

    Report:Brief: The Agile O2O Architecture Framework For Retail Business Agility

    The Transformation Of China's Retail Industry Will Drive The Creation Of New Architectures

    The retail industry in China has been one of the most customer-centric verticals in the past, mostly due to the fact that the Chinese consumer market is so massive. However, changing consumer...

    • Downloads: 135
  • 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