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.
As consumers access online content on more devices — computers, smartphones, tablets, TVs, eReaders, and even gaming consoles — managing and delivering digital content has grown...


Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros
Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years
This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...
How To Find The Best Opportunities In A High-Growth Market
The software market is poised to enjoy its best growth in a decade, and small software companies face great growth opportunities as their larger competitors struggle to adapt to a new world of cloud...
Solving The Growing Content Challenge Through A Cocktail Of Solutions
Commerce organizations are drowning in content. Their catalogs have grown, the sources of the product content propagated, and site versions divide and multiply across geography, microsites, and...

Sensors, Machine-To-Machine, Analytics, And Collaboration Help CIOs Solve Business Problems
It is no surprise that CIOs have shown keen interest in cloud computing, since its variations can help reduce IT's capital and operating costs and speed up delivery of projects. But many CIOs are...

Ease Of Use, Integration, Reliability, And Low Cost Make It A Compelling Solution
Over the past six months, Forrester interviewed 26 companies using Microsoft SQL Azure to find out about their implementations. Most customers stated that SQL Azure delivers a reliable cloud database...
Video is not a fringe format anymore. Increasingly, information workers consume video in the workplace for training purposes, technical help, and real-time communication with colleagues and...
An Empowered Report: Reinvent Yourself To Serve Empowered Customers And Employees
Your customers and your employees have more power than ever before. Mobile, social, video, and cloud technologies give individuals tremendous access to information and resources. To succeed in an era...
Experiences Of Big Data First Movers
Forrester interviewed three organizations that have deployed Hadoop to support customer-facing processes, the back office, and even their research and development operations. Although these early...
Business Case: The CIO's Mobile Engagement Playbook
Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

It's Not Just For Buyers Anymore
As digital publishers dive into audience selling opportunities, managing disparate audience data sources is becoming a necessity. New data management platforms promise to help publishers more easily...
Future Look: The Social Business And Collaboration Playbook
Free access to and sharing of ideas is the hallmark of the digital age. Today, your customers, partners, and employees can share information to form opinions that can affect your business and, on a...
An Empowered Report
Rob Sharpe, Stanley Black & Decker's director of sales training, exemplifies a HERO persona (highly empowered and resourceful operative), described in Forester's book Empowered. Through his efforts...
These data charts contain the full results of Forrester's August 2012 Global SharePoint Usage Online Survey. The results indicate that weak mobile access and social computing features combined with...
Communications, Training, And Collaboration Dominate Usage Scenarios
A growing number of content and collaboration professionals are interested in using webcasting and YouTube-like video portals internally for corporate communications and training. Why? They recognize...