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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135 results in Reports

  • Past 6 months
  • eBusiness & Channel Strategy
  • For eBusiness & Channel Strategy Professionals

    Report:Large-Scale Commerce Service Providers Deliver Economies Of Scale

    Market Overview: Commerce Service Providers (CSPs), Q2 2014, Part 3

    eBusiness professionals increasingly call upon commerce service providers (CSPs) to define and deliver their digital strategies. This report details how large-scale, global CSPs are helping...

    • Downloads: 87
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    One of the questions that organizations launching an eCommerce operation commonly ask is, "Are there common elements behind success?" With more than a decade of retail eCommerce behind us, we can see...

    • Downloads: 933
  • For eBusiness & Channel Strategy Professionals

    Report:Get Mobile Insurance Strategy Right By Designing For Customers' Mobile Moments

    Strategic Plan: The Mobile Insurance Strategy Playbook

    Mobile strategies fail when firms fail to understand evolving customer expectations or outline clear business objectives. eBusiness and channel strategy executives at insurance companies should...

    • Downloads: 868
  • 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: 199
  • For eBusiness & Channel Strategy Professionals

    Report:How To Create An Innovative Culture In Financial Services

    Employ Four Tactics To Build And Sustain An Innovative Culture

    Innovative culture is difficult to define and even tougher to build and sustain. eBusiness executives at financial services firms struggle with skepticism toward digital technologies, aversion to...

    • Downloads: 165
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2015: Staffing And Hiring For eBusiness

    Our Annual Benchmark Of eBusiness Team Sizes And Job Functions

    In our annual organizational and staffing survey of eBusiness and channel strategy professionals, we found that while eBusiness budgets have grown by more than 10%, finding the skills and...

    • Downloads: 172
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Key Technology Themes For Digital Retailers

    NRF's Big Show Highlights A New Generation Of Solutions Offering Customer-Centric And Data-Based Insights

    The rules of engagement between retailers and customers are changing. Recognizing the serious challenge they face, eBusiness professionals often turn to solution providers that specialize in...

    • Downloads: 190
  • For eBusiness & Channel Strategy Professionals

    Report:Use WeChat To Facilitate Cross-Channel Sales And Customer Engagement

    WeChat Is More Than Just A Social Messaging Platform

    WeChat is the world's largest instant messaging (IM) application, with 468 million monthly active users in 200 countries. As such, it's one of the most important international mobile messaging...

    • Downloads: 112
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Digital Disruption Brews In Financial Data, Digital Identity, And Payments

    FinovateEurope Showcases Where Disruption Will Come From Next

    A wave of disruptors that aim to use digital tools to deliver superior customer experiences at a fraction of the cost are invading retail financial services, threatening incumbent banks, wealth...

    • Downloads: 131
  • 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: 114
  • 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: 448
  • For eBusiness & Channel Strategy Professionals

    Report:How Ready Is Your Commerce Platform For Responsive Web?

    An Analysis Of The Leading Commerce Suite Vendors' Responsive Web Maturity

    Delivering optimized commerce experiences across an increasingly diverse landscape of mobile, tablet, and desktop browsers is now an imperative for eBusiness teams. Responsive web design (RWD) has...

    • Downloads: 144
  • For eBusiness & Channel Strategy Professionals

    Report:Key Trends In B2B eCommerce

    Landscape: The B2B eCommerce Playbook

    This report outlines the landscape and the key trends that eBusiness and channel strategy professionals are seeing in the $559 billion US market for business-to-business (B2B) eCommerce. Forrester...

    • Downloads: 1868
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mortgage Sales

    Weave Human And Digital Touchpoints Together To Improve The Experience And Drive Conversion

    The first in our financial product sales series, this report looks at how eBusiness executives can drive mortgage sales and improve the customer experience for both homebuyers and refinancers....

    • Downloads: 143
  • For eBusiness & Channel Strategy Professionals

    Report:US B2B eCommerce Will Be Twice The Size Of B2C eCommerce By 2020

    ForecastView Document

    US business-to-business (B2B) retail sold more than $8 trillion in goods in 2014, accounting for roughly half of the US economy's gross domestic product. Although only a fraction of this wholesale...

    • Downloads: 4
  • For eBusiness & Channel Strategy Professionals

    Report:The Case For Channel-Shifting Customers Online

    Business Case: The B2B eCommerce Playbook

    Business-to-business (B2B) companies know they can generate revenue and save money by migrating their offline customers online. The question is, how much and under what circumstances? Forrester...

    • Downloads: 813
  • For eBusiness & Channel Strategy Professionals

    Report:Use Best Practices To Determine Core Features: A B2B Ratings And Reviews Case Study

    Processes: The B2B eCommerce Playbook

    As B2B organizations embark on an eCommerce path, they can choose from many features, functions, and interfaces to maximize their business opportunity. Separating the wheat from the chaff and...

    • Downloads: 896
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Website Functionality Benchmark: US Health Insurance Plan Public Sites

    In An Age Of Increasing Complexity And Consumer Choice, Healthcare Sites Struggle With Simplicity

    In the wake of the Affordable Care Act, leading health plans have been vocal about finally making serious investments in retail-oriented, digital shop-to-enroll experiences. As we move into the tail...

    • Downloads: 176
  • For eBusiness & Channel Strategy Professionals

    Report:Telematics Will Disrupt The Car Insurance Industry

    European Insurers Must Act Now To Stay Ahead Of Disruption

    Vehicle telematics — the integration of vehicle monitoring systems, mobile communications, and information processing — will disrupt the car insurance industry. Telematics-enabled...

    • Downloads: 141
  • 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 eBusiness & Channel Strategy Professionals

    Report:Retail eCommerce In Brazil: Team Headcount, Priorities And Challenges

    Understanding eCommerce Teams And Their Key Initiatives

    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: 102
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Scotiabank Boosts Sales With Targeted Mobile Cross-Selling

    The Bank Has Employed Mobile Messaging, Targeted Offers, And Prefilled Forms To Deepen Relationships With Customers

    Mobile is the new battleground in Canadian retail banking. In 2013, digital executives at The Bank of Nova Scotia — commonly referred to as Scotiabank — looked at the state of mobile...

    • Downloads: 49
  • For eBusiness & Channel Strategy Professionals

    Report:Use Analytics To Build Mobile Advantage

    Performance Management: The Mobile eBusiness Playbook

    Consumer expectations have shifted. As a result of their perpetual mobile connections, consumers have experienced what Forrester calls a mobile mind shift: the expectation that they can get relevant...

    • Downloads: 647
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Disrupting Payments — Commerce Innovators Signal What Is To Come

    Key Themes From Finovate Fall And Money20/20 Center Around Redefining Digital Identity And Delivering Enhanced Commerce Value

    Digital and mobile technology is evolving rapidly and transforming the way consumers and businesses interact. Investors are actively targeting the payments space as hundreds of well-funded potential...

    • Downloads: 277
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Mobile And Tablet Commerce Forecast, 2015 To 2020 (US)

    ForecastView Spreadsheet

    The promise of mobile commerce was finally realized in 2013. Since then, retailers have intensified their investments and presence within the mobile space. As companies continue to refine their...

    • Downloads: 15