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.
Creating An IA Program That Works
It has been more than five years since Forrester first published this report outlining a simple approach to information architecture, but this domain of enterprise architecture (EA) has matured...

Processes: The Business Architecture Playbook
Business architecture (BA) is the practice through which an organization adds analytical rigor to the planning and decision-making surrounding change. Whether changes are driven by competitive...

Five Artifacts Underpin An Effective Program
Architects in any domain have no time to waste creating deliverables that wind up collecting dust on a shelf. Information architects, who have historically had a particularly difficult time engaging...
Results From The Forrester/IQPC Survey Of Business Process Pros
Over the past decade, business process transformation and continuous improvement initiatives have gained strategic traction. Despite C-suite attention, most organizations still fall relatively low on...
This set of data charts, taken from the November 2010 Global master Data Management Online Survey, analyzes data from 134 MDM-savvy IT professionals in five distinct industries-- healthcare; the...