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.
Road Map: The Information Strategy And Architecture Playbook
One of the most difficult aspects of an information architecture (IA) practice is engaging stakeholders to buy into your strategy and contribute to your architecture development. The architect's best...
Vision: The Emerging Technology Playbook
Emerging information technology has been a key enabler of business evolution since the 1960s and shows no signs of letting up. As we move beyond simple digitization of information to digital business...
A common question Forrester gets from organizations planning an application rationalization strategy is “How many applications should I aim for?” It is a good question, but can be...

Organization: The Business Process Management Playbook
Business architecture has become a bit of a watchword for organizations thinking about their future. It’s about all sorts of things – the “what” we do and “why” we...
Data management is becoming critical as organizations seek to better understand and target their customers, drive out inefficiency, and satisfy government regulations. Despite this, the maturity of...
There are multiple maturity models and associated assessments for Data Governance on the market. Some are from software vendors, or from consulting companies, which use these as the basis for...
Information Architecture is not helped by the thin coverage it gets in TOGAF and related standards and training materials. I guess this problem arises from TOGAF's origins, but it is nonetheless...
Strategic Plan: The EA Method Playbook
This report describes the strategic plan of Forrester's EA method playbook — our set of high-value practices that enterprise architects should use to help their organizations plan, architect,...
As business executives develop an appreciation for the potential value in their information assets, they're looking to architects to help them dramatically improve their information management and...
Organization: The Business Architecture Playbook
This report assists business architecture (BA) leaders in organizing the BA roles and skills needed to successfully execute a business architecture program. One of the major challenges facing...

Strategic Plan: The Information Strategy And Architecture Playbook
A new era of information agility is upon us that promises an explosion of opportunities similar to that of the dot-com boom period. But these opportunities are completely dependent upon an...

We last spoke about how to reboot our thinking on master data to provide a more flexible and useful structure when working with big data. In the structured data world, having a model to work from...
How The Top 10 Vendors Stack Up For Next-Generation BPM Suites
In Forrester's 59-criteria evaluation of business process management (BPM) suite vendors, we identified the 10 most significant software providers in the category — Appian, Bizagi, Cordys,...

In March 2010 Derek Miers published an informative paper "SharePoint and BPM - Finding the Sweet Spot". Some companies are still showing the tendency to conclude that, since they have SharePoint,...
Brian - This research provides a pragmatic framework that will help organizations advance their IT architecture. Well done.
Recently, I interviewed a half dozen top service design agencies to better understand how they work with enterprise architects and business architects inside the client firms they serve. All of the...
Forrester Research And ARMA International Records Management Online Survey, Q3 2012
Decision-makers report big spending plans for their records management (RM) programs over the next year. Strong RM programs continue to target traditional compliance and information access...

We are seeing a lot of interest, particularly from CIOs, to get a handle on disruptive technology, which leads me to think about exactly what it is. My initial thoughts are that technology can...
I'm trying to convey a simple, accurate, and meaningful depiction of our IT strategy to the business - I want them to understand IT at a certain level of detail so we can start conversations about...
Reference Architectures is a subject that seems to be on everyone's mind, mine included. I am struggling in my practice to reach a common understanding of what one is, so I'd thought I'd ask here if...
One challenge often seen is the focus on silo'd "customer facing" (product centric) and "backoffice" infrastructure (i.e. either or). Though excellent research, this article seems to perpetuate this...