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.
Use Knowledge To Power Personalized Customer Experiences
Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the volume...

Business process professionals supporting customer service operations understand the need for data but do little to take responsibility for its quality. Data management professionals, on the other...

VMware, a provider of virtualization and cloud infrastructure solutions, needed a way to broaden the reach of its customer service web self-service site so that it could offer proactive as well as...
The Forrester Wave™: Community Platforms, Q4 2010
Organizations strive to differentiate themselves by delivering an outstanding customer service experience. Community platforms allow customers to interact with peers to share information, solve...
Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

Symantec, a provider of security, management, backup and recovery, data availability, and data loss prevention products, was considering novel ways to make relevant content available to its technical...
Woodmen of the World, a fraternal benefit society that provides insurance and investment products, was consolidating the operations of three divisions into one and needed a solid knowledge management...