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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130 results in Reports

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

    Report:Black Friday — The Sale That Stole Christmas

    What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?

    The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

    • Downloads: 59
  • For eBusiness & Channel Strategy Professionals

    Report:Alibaba And Tencent Are Disrupting The Offline Payment Market In China

    Alipay Wallet And WeChat Payment Create Clear Value And New Opportunities For Organizations

    Alibaba's Alipay Wallet and Tencent's WeChat Payment, the two leading mobile payment services in China, entered the offline payment market in late 2013 and early 2014, respectively. Given their...

    • Downloads: 101
  • 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:Mobile Mind Shift Maturity Framework

    Assessment: The Mobile eBusiness Playbook

    Few companies have adapted to the mobile mind shift. Many don't have the resources, budget, and organization to make the shift. This document will help eBusiness and channel strategy professionals...

    • Downloads: 230
  • For eBusiness & Channel Strategy Professionals

    Report:2015 Australian Mobile Banking Functionality Benchmark

    Westpac Tops Our Review Of Australian Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the four largest retail banks in Australia on more than 40 criteria. The Aussie banks have...

    • Downloads: 83
  • For eBusiness & Channel Strategy Professionals

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

    ForecastView Spreadsheet

    eCommerce in the Latin American markets covered in this forecast (Mexico, Brazil, and Argentina) will continue to enjoy robust growth for years to come. Compound annual growth rates (CAGRs) of online...

    • Downloads: 20
  • 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: 45
  • For eBusiness & Channel Strategy Professionals

    Report:The Kids Are Overrated: Don't Worry About The Millennials

    Why eBusiness Pros Risk Missing A Bigger Prize

    It is human nature to be fascinated by youth. History has the exploits of Ponce de Leon and his search for the fountain of youth dating back to the 16th century. Even today, retailers are obsessed...

    • Downloads: 358
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Schwab's Intelligent Portfolios Will Squeeze Other Investment Managers

    Top Custodian Unveils Aggressively Priced Robo-Advice Platform For Independent Advisors

    Two weeks after launching its direct-to-consumer digital investment manager, Charles Schwab has unveiled a version for independent Registered Investment Advisors (RIAs) and their clients. Like its...

    • Downloads: 116
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Merchants Shouldn't Rush To Apple Pay

    On June 8, 2015, at its Worldwide Developers Conference, Apple announced it would support rewards programs and store-issued credit and debit cards with iOS 9, the new operating system it will launch...

    • Downloads: 125
  • For eBusiness & Channel Strategy Professionals

    Report:Market Overview: Commerce Solutions For Digital Products And Services, 2015

    Supporting Digital Business Models Requires Flexible Platforms

    In the past, online transactions for digital product purchases differed little from physical product purchases, with the exception of the delivery method. However, today's digitally connected...

    • Downloads: 188
  • 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: 15
  • For eBusiness & Channel Strategy Professionals

    Report:Pick The Right Digital Money Management Technologies

    Tools And Technology: The Digital Money Management Playbook

    For eBusiness 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 offering, choosing...

    • Downloads: 184
  • For eBusiness & Channel Strategy Professionals

    Report:How US Online Consumers Research And Buy Credit Cards

    Online Capabilities Are Crucial To The Purchase Journey

    Credit cards remain the top selling financial product in the US, even though sales are significantly lower than before the financial crisis. Prospects shopping for a new credit card have clear goals...

    • Downloads: 177
  • For eBusiness & Channel Strategy Professionals

    Report:Build A World-Class Mobile Banking Strategy

    Executive Overview: The Mobile Banking Strategy Playbook

    Mobile banking is the most important strategic change in retail banking in more than a decade. The mobile banking strategy playbook provides insights for all banking eBusiness and channel strategy...

    • Downloads: 1501
  • For eBusiness & Channel Strategy Professionals

    Report:Accelerate Digital Business With A BT Agenda

    Tools And Technology: The Digital Business Transformation Playbook

    Digital business demands a new approach to technology management. Think about how your firm has delivered technology in the past: monolithic, on-premises applications chosen because your firm signed...

    • Downloads: 114
  • For eBusiness & Channel Strategy Professionals

    Report:How French Banking Customers Use Different Channels, 2015

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

    Banking channel use is changing in France as customers increasingly use digital touchpoints like online and mobile banking to manage their financial lives. Digital touchpoints are gradually replacing...

    • Downloads: 118
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading A Digital Business Transformation

    Insights From The Front Lines At 3M, Bank Of America, And Walgreens

    The forces of digital disruption have reached critical mass, threatening every incumbent firm in every industry. Attendees at our Forum For eBusiness & Channel Strategy Professionals heard from...

    • Downloads: 422
  • For eBusiness & Channel Strategy Professionals

    Report:Digital Financial Innovation Requires Matchmaking

    Partner To Generate And Execute Ideas Faster

    To develop and deliver digital innovations, eBusiness and channel strategy executives at financial firms need ideas, data, technology, software development skills, design experience, and change...

    • Downloads: 172
  • 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: 19
  • For eBusiness & Channel Strategy Professionals

    Report:Executive Q&A: Top 10 Questions About Retail Pricing Solutions Answered

    Retail pricing solutions — technologies that help retailers set initial, ongoing, and clearance pricing for their product assortments — are quickly becoming standard competitive tools for...

    • Downloads: 104
  • 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: 8
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Moments Transform Commerce And Service Experiences

    Strategic Plan: The Mobile eBusiness Playbook

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 269
  • 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: 2092
  • 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: 209