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.
From Technology Foundations To Business Outcomes
Forrester sees six important trends unfolding in business technology (BT), where information technology will most directly and visibly affect business outcomes. Not having an initiative or effort...

They Will Grow Twice As Fast As The Enterprise Application Market
Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....


Open Data Pioneers Offer Lessons For Launching Initiatives
The 12 Smart Process App Vendors That Matter Most Today And How They Stack Up
Smart process applications are a new and emerging category of applications designed to help CIOs and their firms improve the effectiveness of their human-centric business activities. But finding the...

Aligning Strategies With Key Government Priorities Is The Key To Success
The Indian public sector is an extremely difficult market for IT vendors due to its extended business cycles and high levels of diversity, hypercompetition, bureaucracy, and procurement complexity....

Changes Will Accelerate Over The Next 24 Months
The IT services industry is in the middle of a fundamental transformation of who it sells to, what services it sells, and how it delivers those services. Upstart vendors specializing in new...

Open Data Pioneers Offer Lessons For Launching Initiatives
Data has become quite the buzzword lately, with everyone looking to mine their big data for customer insights, operational efficiencies, and business performance improvement. Governments are no...

The maturity and sophistication of existing data warehousing (DW) implementations across the Asia Pacific (AP) region has been variable, to say the least. If the hype around big data is to be...

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...

The banking sector in the Middle East is one of the fastest-growing markets in the world. Intense competition and pressures on profitability are driving banks to invest in technology to support a...

Business Leaders Must Lead Big Data Initiatives To Derive Value
As consumers use multiple touchpoints to obtain information, exchange reviews, and purchase products and services, organizations are struggling to better integrate systems and leverage social...
