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.
A Cold Breeze And Only One Hot Region Characterize The 2009 Market
Forrester surveyed 17 vendors of globally deployed banking platforms on their 2009 deals. The regional analysis shows that Asia Pacific has been the single highly active region. Most of the remaining...
Today's big data challenges require innovative approaches for extreme volumes, velocities, varieties, and variabilities of data for advanced analytics. Increasingly, high-tech early adopters are...

Understanding Cloud Growth Dynamics Across The Region
Specialized Data Management Options Abound — Are Any Right For Your Apps?
Growth in the volume and pace of business is driving new application and data requirements that are often well beyond the design limits of existing relational database technologies. These include...
We are working on creating a model concerning project management. The aim is that this model will determine which parts of certain projects remain within the organization and which parts a supplier...
Forrester Vice President and Principal Analyst Ted Schadler is passionate and emphatic when comes to mobile first app strategy. He says that most firms haven't figured it out that mobile...
The New Web Platform For Customer Engagement And Much More (Part 1)
The Web is moving on to a new era of openness, mobility, and digital business. The open Web is a platform built on HTTP (the fundamental web protocol), a new generation of HTML, dynamic languages,...

Lately I have been getting quite a few inquiries on database migrations asking me about migration approaches, best practices, and tooling. Some of the reasons why companies are looking...
There is an explosion of customer service products and services, and companies are turning to customer service as a way to differentiate themselves: 90% of customer service decision-makers tell...
Create a shortlist using our tool to find the right set of providers based on your technology requirements, industry, project size, and geographic scope.Eliminate or add partners based on factors...
How To Defuse The Software Asset Management Time Bomb In Your Basement
As large firms place ever more critical reliance on software apps and tools, restructure through mergers and acquisitions, and outsource elements of software development and delivery, they face...
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem. A good knowledge program is one of the foundational elements of a good service...
We are inundated with client inquiries about #BigData. Clients want to know everything. What is the business case? What advanced visualization and predictive analytics tools should we use? Where do...
We know that investing in customer service is good for business and can positively impact your revenue. However, building a business case for customer service investments is challenging, as you...
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...

There's certainly a lot of hype out there about big data. As I previously wrote, some of it is indeed hype, but there are still many legitimate big data cases - I saw a great...
Findings From Forrester's Q1 2011 Web Content Management Survey
Forrester recently surveyed 260 content and collaboration (C&C) professionals with decision-making roles in web content management (WCM) about their WCM strategies for the coming year. Enterprises...
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...
Understanding Cloud Growth Dynamics Across The Region
Exploiting cloud computing growth opportunities in Asia Pacific requires insights into future cloud market size, growth dynamics, adoption trends, and demand drivers, all of which vary widely across...
Given the sheer volume of vendors in the customer experience analytics (CEA) space, it would be helpful to understand how Forrester buckets these vendors, whether it be by functional focus (e.g.,...
How The Top 10 Providers Stack Up In A Newly Divided Market
Demand for business agility fuels adoption of Agile development techniques that can deliver differentiating business technology (BT) solutions within accelerated time frames. Agile development...
