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 Business Process Management Playbook
Developing an effective road map for business process management (BPM) is imperative if your initiative is to avoid a premature death. Managing processes effectively implies using processes to manage...
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...

Performance Management: The Business Process Management Playbook
Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics is an...


Metrics: The Business Process Management Playbook
For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

Metrics: The Business Process Management Playbook
A business process — at its highest level — is any activity that helps an enterprise achieves its goals. Measurement via metrics and comparison via benchmarks are critical to achieving...

Future Look: The Business Process Management Playbook
Enterprise architects leading business process management (BPM) excellence initiatives live at the crossroads of business strategy and process execution, providing BPM insights to technologists and...
