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.


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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126 results in Reports

  • Retail
  • Past 12 months
  • 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: 121
  • 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: 226
  • For Enterprise Architecture Professionals

    Report:Use Big Data Initiatives To Deliver Digital Business Value

    Part I: Digital Customer Experience

    In what seems like the blink of an eye, our world has become digital. Work schedules, personal preferences, and opinions all live coded in databases. Empowered customers have many options...

    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Cross-Border Retail Forecast, 2013 To 2018 (Western Europe)

      ForecastView Spreadsheet

      Western Europe is one of the largest markets in the world for cross-border trade. Online cross-border retail sales in Western Europe will grow at a compound annual growth rate (CAGR) of 11% over the...

      • Downloads: 15
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Western European Online Cross-Border Retail Sales Forecast, 2013 To 2018

      European Online Cross-Border Sales Will Reach €40 Billion By 2018

      Cross-border online sales are on the rise in Europe, with Forrester forecasting that they will grow by a compound annual growth rate (CAGR) of 11% over the next five years. Cross-border sales...

      • Downloads: 129
    • For eBusiness & Channel Strategy Professionals

      Report:Why Consumers And Retailers Alike Are Embracing Reserve-And-Collect

      Store pickup is a tried-and-true form of fulfillment for omnichannel retailers but not all store pickup programs were created equal. In fact, today there are fundamental differences in programs...

      • Downloads: 220
    • 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: 375
    • For Infrastructure & Operations Professionals

      Report:Bridge The Broken Internet-Of-Things Promise

      In Retail, Hospitality, And Travel, The Promise Of IoT And Wearable Technologies Exceeds The Current Capacity To Execute

      Internet-of-Things technologies have shown the potential to help businesses deliver new digital customer experiences while achieving digital operational excellence on the back end in industries like...

      • Downloads: 343
    • For Infrastructure & Operations Professionals

      Report:Pick The Right Location Technologies To Support Customer Experience And Operational Initiatives

      Hint: Beacons Aren't Always The Answer

      To provide differentiating, personalized experiences for customers and improved profit margins, many executives are looking to beacons. However, for infrastructure and operations (I&O) professionals...

      • Downloads: 2
    • 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: 264
    • For eBusiness & Channel Strategy Professionals

      Report:US Online Sales Will Prop Up Retail During The Holidays

      ForecastView Document

      Although annual retail sales in the US have been slower than anticipated in 2015, online sales continue to grow and we expect them to increase healthily this holiday season. Forrester expects US...

      • Downloads: 4
    • For eBusiness & Channel Strategy Professionals

      Report:The Web Is Fundamentally Changing The Luxury Shopping Environment

      ForecastView Document

      The luxury market is fundamentally changing. In Europe, luxury retailers are slow to adapt to the online environment, with just 6.4% of their sales occurring online in 2014. Inhibitors to online...

      • Downloads: 13
    • 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: 203
    • For CIO Professionals

      Report:2016 US Tech Budgets: The Outlook For Tech Spending Overall And By Industry

      Where The BT Agenda Is Driving The Most Change

      This is the time of year when CIOs and their business partners are preparing their 2016 tech budget plans. To help, this report provides our current forecast for the US tech market in aggregate, by...

      • Downloads: 397
    • 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: 249
    • 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 Application Development & Delivery Professionals

      Report:Brief: Managing The Transition To SaaS Applications For Retail And CPG

      Application development and delivery (AD&D) pros in consumer packaged goods (CPG) and retail industries are racing to adapt their application portfolios to a more external customer focus. Our data...

      • Downloads: 65
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2015 To 2020 (EU-7)

      ForecastView Spreadsheet

      The forecast emphasizes the importance of multichannel retailing as 45% of offline sales will be influenced by the Web in 2020. From 2015 to 2020, web-influenced sales will grow at a compound annual...

      • Downloads: 14
    • 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 19 retail initiatives forcing infrastructure and operations (I&O) professionals to design, deploy, and...

      • Downloads: 30
    • 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: 152
    • For Infrastructure & Operations Professionals

      Report:Avoid Making These 10 Mistakes With Your Retail Customer Engagement Network

      Not Understanding The Network's Role In Retail Technology Initiatives Torpedoes Their Value

      To combat online retailers siphoning brick and mortar customers, physical retailers have ramped up resources to transform the generic physical store into an entity that can meet the challenges of...

      • Downloads: 99
    • For eBusiness & Channel Strategy Professionals

      Report:The Web Will Influence 45% Of EU-7 Offline Sales By 2020

      ForecastView Document

      This report provides context for and insight into Forrester's Web-Influenced Retail Sales Forecast, 2015 To 2020 (EU-7). Although 91% of retail sales in the EU-7 were offline in 2014, an online...

      • Downloads: 24
    • For eBusiness & Channel Strategy Professionals

      Report:Building The Business Case For Omnichannel In Retail

      Business Case: The Omnichannel Commerce Playbook

      Retailers are launching omnichannel fulfillment projects at a rapid pace. eBusiness professionals are prioritizing these projects due to growing customer demand for new order fulfillment options and...

      • Downloads: 449
    • 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: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: 351