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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146 results in Reports

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

    Report:Define New Metrics For Digital Business Success

    Performance Management: The Digital Business Transformation Playbook

    Digital business has broken traditional metrics. Key performance indicators (KPIs) that measure the success of a single touchpoint fail to inform eBusiness executives of consumer engagement's impact...

    • Downloads: 1419
  • For eBusiness & Channel Strategy Professionals

    Report:Asia Pacific Online Retail Forecast, 2015 To 2020

    Trends In China, Japan, South Korea, India, And Australia

    Asia Pacific contains both the largest and the fastest growing eCommerce markets (China and India, respectively) that Forrester forecasts across the globe. Our forecast outlines the magnitude of the...

    • Downloads: 173
  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Mobile: From App Silos To Open Ecosystems

    Mobile Becomes The Experience Choreographer

    There isn't a single "thing" that will replace or disrupt mobile — not wearables, the Internet of Things, nor M2M. The future of mobile is more granular parts (or micro moments) that are...

    • Downloads: 313
  • 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: 197
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Mobile Commerce And Engagement Platforms, Q1 2016

    The 10 Providers That Matter Most And How They Stack Up

    Ubiquitous customer adoption of mobile for commerce continues to put new demands on mobile commerce solution providers. In Forrester's 41-criteria evaluation of mobile commerce solution providers, we...

    • Downloads: 318
  • For eBusiness & Channel Strategy Professionals

    Report:Globalize Your eBusiness Organization Structure

    Organization: The eCommerce Globalization Playbook

    The Internet has flattened the world, meaning many digital teams now have an international, if not global, mandate. With many markets suffering from poor domestic growth rates, eBusiness executives...

    • Downloads: 395
  • For eBusiness & Channel Strategy Professionals

    Report:Use Digital Money Management To Deliver Personalized Financial Coaching

    Vision: The Digital Money Management Playbook

    Digital business strategy executives must put digital money management at the heart of digital banking, help customers understand their financial situation, and use context to help customers make...

    • Downloads: 584
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Data Web-Influenced Retail Sales Forecast, 2016 To 2021 (EU-7)

    ForecastView Spreadsheet

    Our web-influenced forecast helps retailers understand how consumers research online but buy offline. By 2021, the web will influence 46% of offline sales. Web-influenced sales will grow at a...

    • Downloads: 1
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: Financial Services Execs Wake Up To Digital Transformation

    The Eight Digital Shifts To Expect In Retail Financial Services In 2016

    As digital engagement increases among financial services customers, eBusiness and channel strategy professionals at banks, wealth managers, insurers, and card issuers are pushing toward true digital...

    • Downloads: 697
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: The Mobile Revolution Accelerates

    Landscape: The Mobile eBusiness Playbook

    As the mobile mind shift speeds up even more in 2016, consumers' expectations will soar, pressuring you to do better at tapping contextual data to serve them better. More companies will treat mobile...

    • Downloads: 650
  • For eBusiness & Channel Strategy Professionals

    Report:Embed Innovation To Sustain Mobile Banking Excellence

    Continuous Improvement: The Mobile Banking Strategy Playbook

    Successful digital banking teams recognize that their jobs aren't done just because mobile banking apps and sites are live. Customer and business expectations set by the mobile mind shift are...

    • Downloads: 1253
  • For eBusiness & Channel Strategy Professionals

    Report:2015 US Bank Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Take A Clear Lead On The Competition

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in the US — Bank of America, Chase, Citibank, U.S. Bank, and Wells...

    • Downloads: 237
  • For eBusiness & Channel Strategy Professionals

    Report:Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook

    eBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark...

    • Downloads: 783
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Why You're Stuck With Content And Commerce Platforms For Now

    Balance eCommerce And Web Content Management Platforms To Serve The Digital Customer Experience

    Most firms in Asia Pacific have discrete brand and commerce platforms, as they serve different objectives. But to delight empowered customers, firms must deliver exceptional customer experiences...

    • Downloads: 78
  • 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: 421
  • 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: 1120
  • 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: 39
  • For eBusiness & Channel Strategy Professionals

    Report:Who Does Mobile Commerce Well In The World's Largest eCommerce Market?

    Lessons From The Top Six eCommerce Retailers In China

    Mobile shopping has gained considerable momentum in China, but many retailers are still not ready to deliver good shopping experiences. Many retailers intend to upgrade their mobile commerce sites...

    • Downloads: 171
  • For eBusiness & Channel Strategy Professionals

    Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook

    Retail eCommerce has two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report provides guidance...

    • Downloads: 1269
  • For eBusiness & Channel Strategy Professionals

    Report:Digital Ads Struggle To Target Older Consumers In Western Europe

    ForecastView Document

    In 2020, 47% of Western European advertising spend will come from digital advertising, up from 27% in 2014. Digital advertising spend will grow three times faster than overall advertising spend over...

    • Downloads: 3
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Russia And Poland)

    ForecastView Spreadsheet

    Russia is the largest retail market in Europe, with €501 billion in sales in 2014. However, Russia’s economy has undergone a dramatic change over the past year with the decline in world...

    • Downloads: 7
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: eBiz Pros' Influence Rises

    How eBusiness And Channel Strategy Professionals Will Act As Digital Change Agents

    Digital transformation marches on — faster in some companies than in others. But everywhere, eBusiness professionals are at the center of that transformation and are digital leaders in their...

    • Downloads: 98
  • For eBusiness & Channel Strategy Professionals

    Report:Get Better Results — Virtual Agents Are Key To Improving Site Search

    As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same pace....

    • Downloads: 141
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Moments Transform Commerce And Service Experiences

    Strategic Plan: The Mobile eBusiness Playbook

    Mobile provides eBusiness and channel strategy professionals with opportunities to transform commerce and service experiences online and in physical locations. To master these moments, use the IDEA...

    • Downloads: 547
  • For eBusiness & Channel Strategy Professionals

    Report:Disrupting Finance: Social Insurance

    Peer-To-Peer Insurance Platforms Will Struggle To Drive Adoption

    Social insurance enables people in need of insurance to connect and pool their money and risks. Startups like Friendsurance, Guevara, and TongJuBao facilitate this and aim to offer coverage that is...

    • Downloads: 513