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.
Online video is a success story. Next to the usage of social networking sites, watching online videos is one of the most used social media tools. Many companies have wondered how they can tap into...
The 2009 holiday season arrived during the great recession. In spite of the economic slowdown, nearly three-quarters of online holiday buyers maintained or increased spend in the online channel...

Social media is transforming the way European online buyers interact with each other and consume content. Online buyers are using social media to connect with their peers and, to a much lesser...
For The First Time, Most Local Online Retailers Sell On Mobile
Australia knows that mobile's time has come, but the rate at which mobile has become a priority for local online retail professionals is staggering nonetheless. This report highlights the extent to...
Forrester Technographics Digital Consumer Community Report, May 2012
Pleasing consumers is becoming increasingly difficult, and the experiences encountered while buying a product can make or break a brand’s reputation with its consumers. One bad experience can...
Forrester conducted an online survey fielded in March 2012 of 4,501 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,501), there is 95% confidence that...
Multichannel retailers that are looking to compete effectively with aggressive pure-play counterparts that often offer cutthroat pricing or shipping programs will find that the marketplace model is a...

Forrester conducted a 20-minute phone survey fielded in April and May 2010 of 3,000 Hispanic US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 3,000),...
eBusiness executives in retail will grapple with three key trends in 2012: growth of mobile device usage, heightened competition from Amazon.com, and continued market share shift to web retail....

Mobile Commerce Is Still Nascent And Shows A Small But Growing Market Opportunity
European mobile commerce is still at an early stage. Digital content is still the primary product purchased via mobile devices, but consumers show growing interest in using their mobile phone for all...
eCommerce continues to grow at a rapid pace; on average, the retailers surveyed for Forrester and Shop.org's annual The State of Retailing Online study experienced 28% growth in sales in 2012 over...

The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked Web retailers to share levels of interactive marketing spend, effectiveness of social...
This highlight deck outlines online shopping and multichannel shopping in the US from our North American Technographics Retail Online Benchmark Recontact Survey, Q2 2010 (US)