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.
Twenty-Four Solutions For Delivering Differentiated Customer Experiences
Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction management...
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...
Profiles Of Eight Leading Customer Service Outsourcing Vendors
This report outlines the building versus sourcing part of Forrester's solution for application development and delivery (AD&D) executives looking to build, buy, or outsource a customer service...

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...
Customer Experience Professionals' Introduction To Enterprise Feedback Management Vendors
Customers know what good service is, and demand it from each interaction they have. More often than not, they are disappointed — and are quick to voice this disappointment. Customer service...