About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Kate has extensive industry experience, with more than 10 years of leadership at 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.
Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
Cloud Services, New Technologies, And The Rise Of Informal Computing Buyers
Important trends are surfacing in computing infrastructure markets that will cause vendor strategists to take a fresh look at new buyer behavior, shifts in business models, and adoption of emerging...
An Empowered Report: Sizing The Opportunity As Individuals Embrace New Services For Managing Their Work And Personal Digital Lives
The personal computing experience for individuals is broken, ruptured by the fragmentation of personal information across PCs and mobile devices and the scattering of content across a multitude of...
Microsoft Windows will power just one-third of personal computing devices sold during 2012. Say what? Over the past five years, the transition to mobile devices has transformed Microsoft’s...

Today, Amazon announced the Amazon Cloud Drive. I think it is the first salvo in a series of steps that will lead Amazon to compete directly for the primary computing platform for individuals, as an...
Highly Integrated With A Risk Of Lock-In
Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

Vendor Strategists Must Overhaul Business Units And Products Aimed At Information Workers
Execs plotting new information and communications technology (ICT) products and services face changing information worker behaviors driven by five innovations that empower users to provision and use...
HP made the right decision today to keep the Personal Systems Group. Beyond the reasons cited, supply chain and sales synergy and expense of spinning out, it's also crucial for HP to remain in...
Tablets aren’t the most powerful computing gadgets. But they are the most convenient. They’re bigger than the tiny screen of a smartphone, even the big ones sporting nearly 5-inch...
CPUs, Disks, Sensors, And Displays Change Dramatically In The Next Five Years
Hardware innovation will continue to roil the tech ecosystem through 2016, forcing vendor strategists at software and services firms to adjust continuously to new hardware capabilities, plus the new...
Employees that use smart devices — PCs or mobile devices — for work have expanded their use of technology more than most people realize. How many devices do you think a typical...
How Workers' Personal Cloud Services Will Link Into Enterprise Applications
Personal cloud services such as Dropbox and Evernote seem like consumer-focused apps that CIOs should block from authorized workplace use. Currently, many CIOs believe that mobile devices and...

Many Workers Use Multiple Devices And Spend Their Own Money For Work Tech
The rise of mobile devices and broadband Internet access at home are driving new behaviors by information workers. Our surveys of almost 10,000 global information workers and 2,300 IT hardware...

Apple’s WWDC keynote was rich with details of new versions of the OS X and iOS operating systems. The lead off video was the best articulation yet of Apple’s design philosophy - in my...
Today, I attended the HP webOS event at the Fort Mason Center, San Francisco. My colleague Sarah Rotman Epps is writing about the TouchPad, but I’m more interested in where HP takes webOS...
As Mobile Device Sales Surpass PCs, CIOs Will Need To Corral A Troika Of OS Leaders
The launch of Windows 8 is a major pivot point for Microsoft — and for IT leaders and the individuals they support. The new Windows 8 user experience (UX) and programming model will transform...

The Info Worker Population Will Grow From 555 Million To 865 Million By 2016, With Growth Markets Leading The Way
Employees that use Internet-connected computing devices for work — info workers — will trample the boundary between work and personal spheres. In this report, we summarize how it came to...

Most of the hype in advance of today’s Apple media event is rightly about a new iPad. Sarah Rotman Epps will post on her blog about the new iPad for consumer product strategists after the...
I'm on vacation this week, traveling with a small group of my extended family out on the Dingle peninsula of Ireland. I'm mostly focused on vacation, but have done a little checking in on...
Cloud storage services might be an add-on option for clients. How do you assess the opportunities and market potentials of cloud storage services? How do you assess the overall opportunity of these...
Windows 8 is a make or break product launch for Microsoft. Windows will endure a slow start as traditional PC users delay upgrades, while those eager for Windows tablets jump in. After a slow start...
The ICT Industry Is Broadening Out From The Wintel Monoculture
The computing industry is exiting an era built mostly on general-purpose, good enough central processing units (CPUs), servers, systems designs, software, Web apps, and client devices. These...
Apple’s announcement of iCloud today coincides with the publishing of a major Forrester report for vendor strategists, “The Personal Cloud: Transforming Personal Computing, Mobile, And...
The name of Apple’s event today “Let’s Talk iPhone” indicates where much of the news focus is — on the new iPhone. But that focus distracts vendor strategists from...
I’m attending Apple’s special event tomorrow and Microsoft’s Windows launch on Thursday in NYC, though I won’t be at the Google and Microsoft events early next week. I’m...
More Than 21% Of Information Workers Use Apple Products For Work
Apple's products are much more visible in business environments than they used to be. To quantify Apple's business presence, Forrester surveyed almost 10,000 information workers — workers that...