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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116 results in Reports

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

    Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Western Europe), Q4 2015 Update

    ForecastView Spreadsheet

    The Q4 update to the online retail sales forecast in Western Europe increased online sales growth in 2015 by one percentage point for France and the Netherlands based on stronger retailer sales data....

    • Downloads: 18
  • 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: 184
  • 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: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: 281
    • For eBusiness & Channel Strategy Professionals

      Report:It's Time For Retail Stores To Open Their Doors To The Digital Org

      Organization: The Digital Store 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: 205
    • For eBusiness & Channel Strategy Professionals

      Report:Commerce Technology Vendor Catalog

      Tools And Technology: The Retail eCommerce Playbook

      This report helps eBusiness professionals understand the landscape of vendors across 45 different technology categories that span marketing, merchandising, customer service, fulfillment, back-office...

      • Downloads: 209
    • 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: 175
    • For eBusiness & Channel Strategy Professionals

      Report:Build The Mobile Banking Road Map You Need

      Road Map: The Mobile Banking Strategy Playbook

      Digital banking executives and their teams need a mobile banking road map, but there are many ways to organize this plan, prioritize different initiatives, and outline what will be needed to complete...

      • Downloads: 621
    • For eBusiness & Channel Strategy Professionals

      Report:How Italian Banking Customers Use Different Channels, 2015

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

      Banking channel use in Italy is changing as customers increasingly use online and mobile banking to manage their finances. Yet human contact remains a key element of the relationship many customers...

      • Downloads: 75
    • 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:Understand The Digital Business Landscape

      Landscape: The Digital Business Transformation Playbook

      To survive and thrive in the age of the customer, businesses must become digital. While many firms believe they have a digital strategy, few are thinking about truly digitizing their business...

      • Downloads: 1231
    • For eBusiness & Channel Strategy Professionals

      Report:Sustain A Digital Culture

      Continuous Improvement: The Digital Business Transformation Playbook

      In order to create a sustainable digital culture within their firms, eBusiness leaders must embed digital skills, knowledge, processes, and technologies throughout their business and must continually...

      • Downloads: 1065
    • For eBusiness & Channel Strategy Professionals

      Report:How To Embrace New Digital Business Models

      Capitalize On New Opportunities Before Your Competitors Do

      Digital technology has changed and will continue to change how your business makes money. What is new today is the unprecedented pace of change created by a combination of mobile, digital, and...

      • Downloads: 393
    • For eBusiness & Channel Strategy Professionals

      Report:Customer Advocacy 2015: Drive Cross-Sell And Loyalty By Focusing On Advocacy

      US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent

      For 12 years, Forrester has shown that customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best for the firm's own bottom line — is the...

      • Downloads: 178
    • 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: 1065
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: US Online Holiday Retail Forecast, 2015

      Online Sales To Top $95 Billion During Holiday Season

      Forrester predicts that US online holiday sales will exceed $95 billion in 2015. This represents 11% growth in holiday sales over 2014. Email marketing continues to be the most effective tool for...

      • Downloads: 139
    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Digital Money Management, 2015

      Landscape: The Digital Money Management Playbook

      Digital money management promises to give millions of people the budgeting tips, financial guidance, and advice that so many sorely need. Small businesses, too, can gain insights into their cash flow...

      • Downloads: 213
    • 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...

      • Downloads: 219
    • For eBusiness & Channel Strategy Professionals

      Report:US Mobile Phone And Tablet Commerce Forecast, 2015 To 2020

      Mobile Retail Transactions To Top $115 Billion In 2015

      Commerce on mobile devices continues to grow rapidly. Forrester projects that retail sales on smartphones and tablets will total $115 billion in 2015. This report provides a forecast of smartphone...

      • Downloads: 289
    • For eBusiness & Channel Strategy Professionals

      Report:Develop A Digital Business Road Map That Drives Innovation

      Road Map: The Digital Business Transformation Playbook

      Digital business transformation is a multiyear, multidimensional challenge. Traditional wisdom encourages firms to approach such a wholesale change as a big-bang transformation program, but the...

      • Downloads: 929
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Retail Forecast, 2015 To 2020 (US), Q4 2015 Update

      ForecastView Spreadsheet

      In this Q4 update to the online retail sales forecast for the US, Forrester has increased its online sales penetration projections for 2020 by half a percentage point based on sales data. Despite...

      • Downloads: 14
    • 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: 1163
    • 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: 1053
    • For eBusiness & Channel Strategy Professionals

      Report:Succeeding With B2B Ratings And Reviews

      Processes: The B2B eCommerce Playbook

      Few B2B companies doubt the value of having ratings and reviews on their websites. But developing and offering any feature comes with a price. This report shows how B2B eBusiness professionals can...

      • Downloads: 1028
    • For eBusiness & Channel Strategy Professionals

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

      Organization: The Omnichannel Commerce 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: 178