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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132 results in Reports

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

    Report:Choose The Right Mobile Insurance Solution

    Tools And Technology: The Mobile Insurance Strategy Playbook

    Poor technology decisions will undermine the best mobile insurance strategies. Making the wrong choice could mean trading away a mobile platform that remains viable for the long haul for one that...

    • Downloads: 389
  • For eBusiness & Channel Strategy Professionals

    Report:eCommerce Trends And Outlook For Latin America

    Trends In Brazil, Argentina, And Mexico From The Latin America Online Retail Forecast, 2015 To 2020

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

    • Downloads: 98
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: How To Innovate With Startups

    Partner With Startups To Boost Digital Innovation

    Digital business strategy executives worldwide are driving innovation in search of new value for customers and operational efficiencies, and many are now pursuing relationships with startups. But...

    • Downloads: 120
  • For eBusiness & Channel Strategy Professionals

    Report:Make Smart Mobile Technology Choices

    Benchmarks: The Mobile eBusiness Playbook

    "What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps eBusiness professionals benchmark both their use of mobile technology and...

    • Downloads: 172
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Is Not A Channel

    Vision: The Mobile eBusiness Playbook

    eBusiness professionals who treat mobile as just a channel will fail. Mobile is not a new technology in 2016, but the majority of eBusiness professionals still treat it as one. Rather than leveraging...

    • Downloads: 764
  • For eBusiness & Channel Strategy Professionals

    Report:Abolish Abandon Rates For In-Store Pickup

    Retailers Must Find Opportunities To Increase "Buy Online, Pick Up In Store" Conversion Through Best Practices And Operational Excellence

    Omnichannel fulfillment is commonplace among today's leading retailers. However, eBusiness professionals are at risk of not meeting goals for these programs if they fail to move from basic...

    • Downloads: 120
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2015

    ForecastView Spreadsheet

    The Forrester Readiness Index (FRI) for eCommerce assesses 25 variables that give insights into 55 global markets. While there is no universal tool for selecting expansion opportunities, the...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:New Online Shopping Traditions Emerge From The 2015 US Holiday Season

    A Technographics® 360 Report: Using Online Community And Social Listening Data

    With the 2015 holiday season safely behind us, eBusiness professionals can start to analyze US consumers' holiday season shopping behaviors. Due to the large sales volumes, consumers' high...

    • Downloads: 23
  • For eBusiness & Channel Strategy Professionals

    Report:The Fight Between Apps And Websites Is Futile; You Need Both

    A Technographics® 360 Report: Using Behavioral Tracking And Survey Data

    Smartphones aid users in a multitude of ways in their everyday lives, and they use both apps and mobile websites to meet their needs. Each platform serves both distinct and overlapping needs,...

    • Downloads: 54
  • For eBusiness & Channel Strategy Professionals

    Report:2016 UK Mobile Banking Functionality Benchmark

    Lloyds Bank Continues To Offer The Most Extensive Functionality

    This report explores the best practices we've uncovered by reviewing the mobile banking functionality of six of the largest retail banks in the UK. It's intended to help digital banking strategy...

    • Downloads: 149
  • For eBusiness & Channel Strategy Professionals

    Report:eCommerce Sales Of €9.4 Billion In 2015 Make Russia The Fourth Largest Market In Europe

    ForecastView Document

    eCommerce sales of €9.4 billion in 2015 make Russia the fourth largest and fastest growing eCommerce market in Europe. Despite the turbulence of the Russian economy in 2015, eCommerce growth will...

    • Downloads: 6
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Data: Mobile And Tablet Commerce Forecast, 2016 To 2021 (EU-7)

    ForecastView Spreadsheet

    This update to the mobile and tablet forecast for the EU-7 (France, Germany, Italy, Netherlands, Spain, Sweden, and the UK) provides smartphone and tablet online sales by country and category for...

    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Asia Pacific)

      ForecastView Spreadsheet

      We expect online retail sales in Asia Pacific — Australia, China, India, Japan, and South Korea — to reach $1.4 trillion by 2020, growing at a compound annual growth rate (CAGR) of 14.3%...

      • Downloads: 8
    • For eBusiness & Channel Strategy Professionals

      Report:Make Your B2B Business A Digital Business

      Executive Overview: The B2B eCommerce Playbook

      New forms of digital customer engagement are transforming B2B businesses. In many cases, they're being forced to fundamentally rethink how they go to market — from the customers they target to the...

      • Downloads: 1761
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Turn PSD2 From A Burden Into A Catalyst

      The Business Implications Of The European Payment Services Directive 2

      The European Union's Payment Services Directive 2 (PSD2) heralds a new era of openness for European banks but also brings with it the threat of far greater competition. This brief considers the state...

      • Downloads: 52
    • For eBusiness & Channel Strategy Professionals

      Report:The Evolution Of Global eCommerce Markets

      Vision: The eCommerce Globalization Playbook

      Global eCommerce is evolving rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

      • Downloads: 2620
    • For eBusiness & Channel Strategy Professionals

      Report:Vendor Landscape: Pick The Right Digital Money Management Technologies

      Tools And Technology: The Digital Money Management Playbook

      For digital business strategy executives at retail banks and wealth management firms worldwide who are either launching digital money management for the first time or want to improve an existing...

      • Downloads: 492
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Mobile-First Demands More Than Basic Responsive Web Design

      When Mobile Moments Are Different From Desktop Tasks, Avoid One-Size-Fits-All Responsive Web Design

      Treating mobile as just another digital channel is myopic. People do different things on their smartphones than on their desktops or tablets. To delight and serve customers in their mobile moments of...

      • Downloads: 243
    • For eBusiness & Channel Strategy Professionals

      Report:Make Smart Wireless Location Technology Decisions

      Hint: Beacons Aren't Always The Answer

      Forrester's "Building Mobile Services? Location Matters" report helps digital business professionals understand how location services can translate consumer needs and motivations into business...

      • Downloads: 131
    • For eBusiness & Channel Strategy Professionals

      Report:Q&A: Why Mobile Imaging Matters For Digital Financial Services

      Technologies Like Optical Character Recognition Enable eBusiness Teams To Better Win, Serve, And Retain Customers

      Better smartphone cameras and increasingly advanced mobile technologies are providing new opportunities for digital teams at financial providers to win and serve customers more effectively using...

      • Downloads: 143
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Data Web-Influenced Retail Sales Forecast, 2015 To 2020 (Asia Pacific)

      ForecastView Spreadsheet

      As a significant share of the population goes online, the web increasingly influences retail sales. This forecast analyzes the web’s influence on retail sales to understand the total impact of...

      • For eBusiness & Channel Strategy Professionals

        Report:Building The Business Case For Omnichannel In Retail

        Business Case: The Omnichannel Commerce Playbook

        To meet customer demand for new fulfillment options, eBusiness leaders are prioritizing omnichannel fulfillment projects. To lead these expensive, high-visibility initiatives, they must build...

        • Downloads: 727
      • For eBusiness & Channel Strategy Professionals

        Report:Choose The Right Mobile Banking Solution

        Tools And Technology: The Mobile Banking Strategy Playbook

        Increasing mobile banking adoption and customer expectations put banks under pressure to develop advanced mobile banking capabilities. They often prioritize implementable single-channel solutions...

        • Downloads: 1870
      • For eBusiness & Channel Strategy Professionals

        Report:How To Make New Payment Systems Successful

        The Three Hurdles All New Retail Payment Systems Have To Overcome

        Payment innovation is a notoriously difficult area to succeed in. The vast majority of new payment systems fail. With a bewildering array of payment systems clamoring for attention and disruptive...

        • Downloads: 263
      • For eBusiness & Channel Strategy Professionals

        Report:How German Banking Customers Use Different Channels, 2015

        Weave Digital And Human Touchpoints Together To Deliver A New Generation Of Digital Banking

        Banking channel use in Germany is changing as customers increasingly use online and mobile banking to manage their financial lives. Yet human contact remains a key element of the relationship that...

        • Downloads: 139