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 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: 281
  • For eBusiness & Channel Strategy Professionals

    Report:Retail eCommerce In Brazil: Marketing And Site Features

    A Look At The Most Effective Customer Acquisition Tactics And Most Popular Site Features

    The Retail eCommerce In Brazil series summarizes the results of a survey that Forrester Research conducted together with E-Commerce Brasil in August and September 2014. In this survey, respondents...

    • Downloads: 141
  • For Customer Insights Professionals

    Report:The Customer Analytics Market In China

    Vendors Are Racing To Respond As Adoption Grows

    Marketing professionals in China have started to use tools such as data mining, predictive analytics, and modeling. Recent conversations with China-based organizations like China Telecom, Ikea, and...

    • Downloads: 168
  • 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: 37
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2015: Prepare For More Global eCommerce Players To Spread Their Wings

    10 Trends That Will Shape Global Online Retail

    The next year will see global eBusiness executives continuing to expand their international footprints. Some will set their sights exclusively on the relatively mature online retail markets of North...

    • Downloads: 276
  • For CIO Professionals

    Report:The Canadian Tech Market Outlook For 2015

    Canadian Firms Continue To Lag Behind Their US Counterparts In Both BT And IT Spending

    Canadian CIOs need to be more aggressive in pushing for tech spending increases in 2015. At a time when firms in the US are expanding technology expenditures — especially on business technology...

    • Downloads: 130
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 304
  • For eBusiness & Channel Strategy Professionals

    Report:Latin America eCommerce Forecast, 2014 To 2019

    The Online Retail Markets Of Brazil, Argentina, And Mexico Will More Than Double By 2019

    With a population of over a half billion and two countries among the world's 15 largest economies, Latin America has increasingly been on the radar of eBusiness leaders looking to expand their...

    • Downloads: 246
  • 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: 10
  • For eBusiness & Channel Strategy Professionals

    Report:The Impact Of Mobile Devices On US Retail

    ForecastView Document

    Mobile devices, both smartphones and tablets, have changed the way consumers shop. This slide deck, originally presented at Forrester's Forum For eBusiness And Channel Strategy Professionals in...

    • Downloads: 2
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

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

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell...

    • Downloads: 811
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2014: European Online Apparel Retailers

    The online apparel retail market is highly competitive across all regions. To assess whether European online-only apparel retailers have the features and functionality to compete, Forrester evaluated...

    • Downloads: 144
  • 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 Application Development & Delivery Professionals

    Report:Increase Flexibility By Embracing Future Business And Technology Trends

    Vision: The Business Applications Playbook

    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: 2243
  • For Enterprise Architecture Professionals

    Report:How China's Retail Innovators Built Their Agile Architecture Foundations

    Suning, JD.com, And Yihaodian Implemented Their Own Versions Of The Agile O2O Architecture Framework

    Enterprise architecture (EA) professionals who are putting customer experience (CX) at the top of their agenda should take a deep dive into China's retail industry. While the vertical still serves...

    • Downloads: 135
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Mobile And Tablet Commerce Forecast, 2015 To 2020 (EU-7)

    ForecastView Spreadsheet

    This forecast details mobile and tablet commerce sales, sales growth, and online market share from 2015 to 2020 for retail and travel across the UK, Germany, France, Italy, Spain, the Netherlands,...

    • Downloads: 13
  • 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: 37
  • For Application Development & Delivery Professionals

    Report:CPG Brand And Retail Channel Collaboration — From Signaling To Synchrony

    CPG And Retail Collaboration In The Digital Age Of The Customer

    Application development and delivery (AD&D) professionals in retail and consumer packaged goods (CPG) have invested significant effort in traditional electronic data interchange (EDI) messaging to...

    • Downloads: 96
  • For eBusiness & Channel Strategy Professionals

    Report:The Business Case For mPOS Is Associate Enablement

    Mobile Point Of Service Is Marked By Rising Interest But Misunderstood ROI

    Mobile point of service (mPOS) has seen a rapid increase in interest from eBusiness and retail leaders over the past few years; however, the return on investment (ROI) has been elusive. Deployment...

    • Downloads: 101
  • For eBusiness & Channel Strategy Professionals

    Report:Alibaba: Understanding The World's Biggest Digital Ecosystem

    The Behemoth's Digital Empire Is Expanding, Both Inside And Outside Of China

    The Alibaba Group could soon make Wall Street history with what will almost certainly be one of the largest initial public offerings ever. eBusiness professionals are wondering how the Chinese...

    • Downloads: 496
  • For eBusiness & Channel Strategy Professionals

    Report:Capture The Global eCommerce Opportunity

    Landscape: The eCommerce Globalization Playbook

    Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

    • Downloads: 2088
  • 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: 148
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience In China, 2014

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

    • Downloads: 147
  • For Customer Insights Professionals

    Report:Leverage Contextual Privacy To Create Better Location Engagement

    Retail marketers long for the kinds of in-store analytics and in-aisle targeting that eCommerce and digital marketing teams have leveraged for over a decade with web analytics and online measurement...

    • Downloads: 103
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    Canadian online retail sales account for 6% of total Canadian retail sales today, lagging behind the US and other developed markets. Many retailers have been slow to build out their digital offering,...

    • Downloads: 16