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.
Budgeting And Planning: The Cloud Computing Playbook
Forrsights surveys show that enterprises are turning to the cloud for speed and lower cost — but are the savings really there? The answer isn't always obvious; it might be that your internal...

Forrester's IT infrastructure maturity assessment evaluates your current and desired state maturity across 24 key IT infrastructure elements within four top-level domains: oversight, people, process,...
Transforms IT From Cost Center To Innovation Center By Leveraging Cloud And Policy-Based Orchestration
Facing rising IT infrastructure costs, inflexible vendor contracts, and labor-intensive processes, Commonwealth Bank of Australia (CBA) undertook a massive IT transformation over the last five years....


The Battle Moves To The Management Layer
Assessment: The IT Infrastructure Playbook
Even though spending on server, storage, network, and facilities infrastructure consumes 50% of budgets, IT infrastructure and operations (I&O) leaders struggle to answer two critical questions: 1)...

The Battle Moves To The Management Layer
I&O pros continue to rank the drive to improve IT infrastructure consolidation, availability, and agility — driven by virtualization — as a top priority. With nearly six in 10...

Landscape: The IT Infrastructure Playbook
The inside-out approach of engineers focused on technology for its own sake must stop: Your business cares about outcomes and holistic services, not server, storage, and network technologies. For too...

Benchmarks: The IT Infrastructure Playbook
This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their IT infrastructure budgets, priorities, motivations, and technology adoption to...