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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15 results in Reports

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

    Report:Breakout Vendors: Retail eBusiness

    Look For Partners That Support The Customer Experience Cost-Effectively

    Retail eBusiness executives are constantly bombarded with technology companies offering new and purportedly innovative solutions. To answer the question "Which companies in the retail solution...

    • Downloads: 140
  • For eBusiness & Channel Strategy Professionals

    Report:It's Only The First Inning Of Omnichannel Retail

    Vision: The Omnichannel Commerce Playbook

    Omnichannel retail is still in its early days. Most eBusiness leaders who are investing in "omnichannel" are typically looking to fulfillment tactics like "endless aisle" in stores and in-store...

    • Downloads: 342
  • For eBusiness & Channel Strategy Professionals

    Report:10 FAQs On The State Of Online Retail

    What Inquiring eBusiness Executives Are Always Asking About

    This report answers the top questions that Forrester clients ask about the state of online retail. In an FAQ format, we address eBusiness professionals' general sizing, region, and category...

    • Downloads: 186
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2016: Key Metrics, Business Objectives, And Mobile

    Benchmarks: The Retail eCommerce Playbook

    The State Of Retailing Online, an annual study by Shop.org and Forrester, profiles online retail merchants. It provides industry observers with an overview of metrics from the past year as well as...

    • Downloads: 595
  • For eBusiness & Channel Strategy Professionals

    Report:10 FAQs About eCommerce Shipping

    Shipping is a costly expense that weighs down online merchants because consumers expect to pay little to nothing for delivery. This document answers questions that merchants often have about when...

    • Downloads: 8
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often leverages brick-and-mortar stores. In the age...

    • Downloads: 1185
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Pinterest Fine-Tunes Buyable Pins To Drive Real Sales

    With 100 million monthly unique users, Pinterest is one of the world's largest image discovery sites. Tuning into the needs of both shoppers and merchants, this week, Pinterest announced much-needed...

    • Downloads: 73
  • 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: 1339
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Digital Touchpoint Investments Significantly Influence US Retail Sales

    Highlights From The Forrester Research Web-Influenced Retail Sales Forecast, 2015 To 2020 (US)

    While online retail continues to grow rapidly, digitally-influenced offline retail is also significant and growing. Shoppers often research online in big and small ways across every shopping category...

    • Downloads: 319
  • For eBusiness & Channel Strategy Professionals

    Report:US Retail eCommerce: Readjust Continually To Combat Amazon

    Highlights From The US Online Retail Forecast, 2015 To 2020

    We expect US online retail to reach $373 billion in 2016. That figure will grow to more than $500 billion by 2020. This brief explores the drivers of online retail sales growth in the US and the...

    • Downloads: 272
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the...

    • Downloads: 2468
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: How GameStop Is Fighting Disruption

    Like many companies in the physical media sector, video game retailers face disruption from mobile devices, digital distribution, and intense competition. This case study provides eBusiness...

    • Downloads: 73
  • For eBusiness & Channel Strategy Professionals

    Report:20 Startups All Retail eBusiness Executives Should Know In 2016

    Retail eBusiness executives are constantly bombarded with technology companies offering new and differentiated solutions. To answer the question "Which companies in retail are most interesting?" we...

    • Downloads: 328
  • 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 metrics should...

    • Downloads: 1730
  • For eBusiness & Channel Strategy Professionals

    Report:The New Paradigm Of Retail

    Vision: The Retail eCommerce Playbook

    As omnichannel services and agile commerce continue to change the offers retailers provide and the ways consumers buy, the look and feel of retail is changing in lockstep. Even as eCommerce sales...

    • Downloads: 4449