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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105 results in Reports

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

    Report:Recruit And Retain Top Digital Talent

    Digital skills are in massive demand. eBusiness professionals in end user firms like retailers and banks are struggling to recruit and retain the brightest digital talent. The lure of startups,...

    • Downloads: 291
  • For eBusiness & Channel Strategy Professionals

    Report:How Ecosystems Fuel Digital Business

    How To Harness Digitally Connected Ecosystems To Create Scalable Customer Value

    Digital ecosystems are accelerating the pace at which firms can innovate and deliver products and services. Ecosystem-enabled businesses, like Airbnb, Lending Club, and Uber, have emerged and...

    • Downloads: 189
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Banking, 2015

    Landscape: The Mobile Banking Strategy Playbook

    Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks worldwide. We expect mobile...

    • Downloads: 286
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: The Race To Digital

    How Digital Masters Will Widen Their Lead Over Digital Dinosaurs

    In 2016, the gap between the digital "haves" and "have nots" will widen. While the digital dinosaurs continue to thrash, the digital masters will drive strategy that delivers business outcomes...

    • Downloads: 203
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2015 (Western Europe)

    ForecastView Document

    This forecast details online retail spending during the holiday season (i.e., November and December) and is a derivation of the annual Western European online retail forecast. This includes...

    • For eBusiness & Channel Strategy Professionals

      Report:Asia Pacific Mobile And Smartphone Adoption Forecast, 2014 To 2019

      The Region Will Have 2 Billion Smartphone Users By 2019 Due To Adoption Across All Age Groups

      Smartphone adoption across nearly all countries in Asia Pacific (AP) is happening at breakneck speeds. This growth in uptake will occur across all age groups; Millennials will not be the primary...

      • Downloads: 140
    • For eBusiness & Channel Strategy Professionals

      Report:How Spanish Banking Customers Use Different Channels, 2015

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

      Banking channel use in Spain is changing as customers increasingly use online and mobile banking to manage their financial lives. Although digital banking use is increasing, human contact remains...

      • Downloads: 140
    • For eBusiness & Channel Strategy Professionals

      Report:2015 Singapore Mobile Banking Functionality Benchmark

      DBS Bank Tops Our Review Of Banks' Mobile Services In Singapore; OCBC Bank Is Hot On Its Heels

      We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of four retail banks in Singapore on 41 criteria. The banks have laid sound mobile banking...

      • Downloads: 130
    • For eBusiness & Channel Strategy Professionals

      Report:Retail eCommerce In Canada 2015

      A Look At Canadian Online Retailers' Key Metrics, Initiatives, And Marketing Tactics

      Forrester partnered with Retail Council Of Canada to conduct a survey of Canadian retailers regarding their eCommerce businesses and key initiatives for the year. The survey incorporated insights...

      • Downloads: 160
    • For eBusiness & Channel Strategy Professionals

      Report:The ROI Of Digital Business Transformation

      Business Case: The Digital Business Transformation Playbook

      Firms are investing hundreds of millions of dollars in the wholesale transformation of their customer experience, organization structures, processes, technology platforms, and measurement structures...

      • Downloads: 1489
    • For eBusiness & Channel Strategy Professionals

      Report:The Forrester Wave™: B2B Commerce Suites, Q2 2015

      The Eight Vendors With A Focused Strategy And Mature Solution For B2B Commerce

      In Forrester's 88-criteria evaluation of B2B commerce suite vendors, we identified the eight most significant providers in the category — CloudCraze, eBay Enterprise (Magento), hybris (an SAP...

      • Downloads: 467
    • For eBusiness & Channel Strategy Professionals

      Report:OMS Platforms Bridge The Gap Between Online Commerce And Store POS For Omnichannel Retail

      Tools And Technology: The Retail Omnichannel Playbook

      In today's high-touch omnichannel environment, retailers are in an all-out sprint to modernize their commerce systems in order to meet the higher customers' expectations. Firms are increasingly...

      • Downloads: 48
    • For eBusiness & Channel Strategy Professionals

      Report:The Mobile Insurance Metrics That Matter

      Performance Management: The Mobile Insurance Strategy Playbook

      Mobile is now serious business for digital insurance teams, and it's rare to find an insurer that doesn't offer at least one mobile service to help customers research, buy, and service their...

      • Downloads: 1006
    • For eBusiness & Channel Strategy Professionals

      Report:Haven Life Rethinks Life Insurance Distribution For A Millennial World

      MassMutual Pilots A New Digital Insurance Agency To Meet The Needs Of Younger Customers

      Life insurance gets a bad rap among Millennials. The purchase process is arduous, usually requiring a face-to-face meeting. That puts a lot of younger life insurance prospects on edge. Why? Because...

      • Downloads: 64
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Employee Experience Defines Your Digital Employer Brand

      How Traditional Firms Can Compete With Digital Masters To Recruit Top Digital Talent

      Digital skills are in short supply. eBusiness professionals in every industry struggle to recruit the right candidates, and as more firms embark on digital transformations, the competition for talent...

      • Downloads: 136
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Facebook's Free Beacons Will Help Buyers, Retailers, And Marketers

      Facebook Will Soon Know More About Your Customers Than You Do

      On June 8, 2015, Facebook announced the launch of Place Tips, a new feature that helps people learn about and connect with the places they visit, including businesses. Powering Place Tips are...

      • Downloads: 154
    • For eBusiness & Channel Strategy Professionals

      Report:Implement Video Banking To Drive Digital Sales

      A Clear Customer Strategy And Strong Collaboration Tools Are Essential To Success

      Financial services customers are increasingly going digital, but human assistance continues to play a pivotal role — especially in the purchase journey — and many banks still only allow...

      • Downloads: 161
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Four Ways APIs Are Changing Your Business

      How To Design An API Strategy That Fuels Digital Business

      Application programming interfaces (APIs) are perhaps the most critical technology in digital business design. They have the power to unlock new revenue streams, transform how you design and deliver...

      • Downloads: 274
    • For eBusiness & Channel Strategy Professionals

      Report:Building A Mobile Business Case: It's A Steep Climb

      Business Case: The Mobile eBusiness Playbook

      Mobile used to be cheap. It isn't anymore. The days of a mobile-optimized website or app replicating the functionality of your website driving impressive returns is long gone. Moreover, the cost of...

      • For eBusiness & Channel Strategy Professionals

        Report:The Case For Channel-Shifting Offline Customers Online

        Business Case: The B2B eCommerce Playbook For 2015

        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: 1017
      • For eBusiness & Channel Strategy Professionals

        Report:Organize For B2B Digital Transformation

        Organization: The B2B eCommerce Playbook

        Today's business-to-business (B2B) eCommerce organizations must balance executing on a digital strategy with transforming a business. Individually, each priority represents a difficult challenge....

        • Downloads: 952
      • For eBusiness & Channel Strategy Professionals

        Report:Predictions 2016: The eCommerce Gap Widens

        How Winning B2B And B2C Firms Will Pull Ahead For Good

        2016 presents B2C and B2B professionals with a now-or-never choice: Either outpace the pack by responding effectively to six important trends — or fall permanently behind in the customer...

        • Downloads: 139
      • For eBusiness & Channel Strategy Professionals

        Report:Brief: Digital Tools Improve Diabetes Cost Scenarios

        Health Plans Struggle To Adopt Next Generation Care Models

        New connected health tools empower diabetic members to better manage their conditions even outside the clinical setting. The results are improved health for the members and significantly reduced...

        • Downloads: 98
      • For eBusiness & Channel Strategy Professionals

        Report:2015 US Mobile Banking Functionality Benchmark

        There Is No Clear Leader In US Mobile Banking

        For eBusiness and channel strategy leaders at banks, success in mobile banking is a moving target: Customers' needs and behaviors are constantly changing, while their expectations keep rising. We...

        • Downloads: 406
      • For eBusiness & Channel Strategy Professionals

        Report:One Customer, One Organization, One P&L

        Organization: The Retail Omnichannel Playbook

        Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. Profit and loss (P&L) statements managed in channel silos drive...

        • Downloads: 79