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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8 results in Reports

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

    Report:Brief: Five Lessons From Five Cyber Mondays

    Insights From US eCommerce's Biggest Day Of The Year

    Cyber Monday, the Monday after Black Friday, is now the biggest shopping day of the year for online retailers in the US. In fact, online retail sales exceeded $2 billion on Cyber Monday in 2014. In...

    • Downloads: 106
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2015: Key Metrics, Initiatives, And Mobile Benchmarks

    Forrester partners with Shop.org, a division of the National Retail Federation, to survey retailers annually about their eCommerce businesses and key initiatives for the coming year. This latest...

    • Downloads: 441
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Seize A Window Of Opportunity In Patent Reform Now

    Don't Let Patent Trolls Hamper Your Digital Retailing Innovation Efforts

    Virtually all eBusiness and channel strategy professionals face a significantly increased volume of patent litigation due to the issuance of many more loose patents since the 1990s and from the...

    • Downloads: 18
  • For eBusiness & Channel Strategy Professionals

    Report:Rank Yourself With The Digital Maturity Model

    Assessment: The Retail eCommerce Playbook

    As eBusiness and channel strategy professionals at retail companies evaluate their eCommerce opportunities, establishing a level set of current strengths and weaknesses is essential. This year,...

    • Downloads: 1574
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    One of the questions that organizations launching an eCommerce operation commonly ask is, "Are there common elements behind success?" With more than a decade of retail eCommerce behind us, we can see...

    • Downloads: 933
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research eCommerce Forecast, 2014 To 2019 (US)

    Online Retail Tops $300 Billion In 2015

    Forrester expects online retail sales in the US to reach $334 billion in 2015, approximately 10% of all sales in the US. eCommerce will experience a strong compound annual growth rate (CAGR) of 10%...

    • Downloads: 301
  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of Shopping

    Only Six Sectors Will Thrive; Others Will Struggle Or Die

    The retail industry is more complex than ever. Every year, startups release new technologies that promise to help consumers shop more easily or aim to help retailers improve their businesses. At the...

    • Downloads: 633
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These...

    • Downloads: 1202