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.
Indian CIOs Risk Losing Business Credibility If They Do Not Improve Their Understanding Of BT
A slow but relentless global revolution is sweeping traditional technology management. Historically, only IT organizations delivered technology for employee use. But this is changing: Technology use...

Forrester's inquiry analysis shows that evolving IT performance measurement and metrics has been near the top of most CIOs' to-do lists as they struggle to measure and communicate the value that IT...

Technology Trends That Will Change The Way Government Operates
The US government, with its almost $80 billion annual IT budget, is one of the largest consumers of IT goods and services in the world. It is therefore not surprising that the same technological...
Cloud computing is coming to your organization — if it is not there already. However, most IT organizations in Australia and New Zealand (ANZ) do not have a full understanding of the impact...
The Future IT Organization And Its Implications For CIOs
The empowered era has brought about a paradigm shift for IT organizations. Employees and customers are no longer relying on IT to provision and manage technology. They are using social, mobile,...

Forrester's Forrsights Budgets And Priorities Tracker Survey, Q4 2011 was fielded to 3,752 IT executives and technology decision-makers located in Australia, Brazil, Canada, China, France, Germany,...
SharePoint adoption continues to grow at a rapid pace. According to Forrester's July 2011 Global SharePoint Usage Online Survey, 57% of organizations surveyed have already deployed SharePoint 2010 a...
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...

CIOs Must Plan Now For New Systems Of Engagement
By 2016, smartphones and tablets will put power in the pockets of a billion global consumers. Mobile is not simply another device for IT to support with a shrunken website or a screen-scraped SAP...

Since we first wrote about Norton and Kaplan's Balanced Scorecard (BSC) method of measuring performance, Forrester has worked with many clients that have implemented IT Balanced Scorecards to measure...
Budgets: The BT Strategic Planning Playbook
Understanding the difference between the costs to run the business and the costs to grow or change the business is crucial to effective technology investment budgeting. In addition, the way these...

Governing The Empowered BT Transformation
As organizations undergo the transformation from information technology (IT) to business technology (BT), they will have to make many important decisions in the process of moving from the current...
Changing Business Requirements Require Flexible Technology Options
In today's competitive environment, it is crucial to have the flexibility to react to rapidly changing market conditions. Companies obtain flexibility by creating options — to scale up or down,...
Smart City Governance Brings New Opportunities For Tech Providers
Interest in smart cities has taken off like wildfire. Cities of all sizes navigate the challenge — growing demand for new constituent services within increasingly constrained budgets —...

Forrester's Forrsights Business Decision-Makers Survey, Q4 2011 was fielded to 3,534 business decision-makers located in Australia, Brazil, Canada, China, France, Germany, India, Indonesia, Japan,...
Forrsights Business Decision-Makers Survey, Q4 2010, was fielded to 2,612 business decision makers and budget holders located in Australia/New Zealand, Brazil, Canada, China/Hong Kong, France,...
Understanding The What And Why Of Business Executives' Spending On Technology
After nearly a decade in hibernation, the business buyer has re-emerged as a major spender and force in IT spending. To better understand the return of tech spending outside the formal IT budget 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...