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.
Use Mobile Sites And Banners, Not Apps, To Reach The Largest Audience
While European marketers are excited to use mobile tools, few have made mobile a key part of their interactive marketing strategy. In fact, most still aren't using mobile marketing today — and...
Forrester conducted an online survey fielded in September 2012 of 5,485 Canadian individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 5,485), there is 95%...
Landscape: The Mobile Marketing Playbook
This report for interactive marketers describes the mobile marketing landscape. Interactive marketers are finally beginning to take mobile seriously — and discovering how different and more...

Asia Pacific Consumer Technographics®
The Most Valuable Searchers Click On Both Paid And Natural Listings
Search marketers often try to profile consumers who click on paid ads against those who prefer natural search results. But the reality is there is little discernable difference between paid and...

ForecastView Spreadsheet
Mobile Media And Messaging Forecast (Western Europe): Total SMS and MMS volume. Usage of and revenue generated from ring tones and ringback tones, mobile gaming, and mobile video. Distribution of the...
B2B email marketing programs still trail B2C programs in terms of their customer centricity, in part because of the complexity of business products, the poor alignment of marketing and sales, and...
Broad Reach Among Consumers Demands That Mobile Messaging Is In The Mix
Ten to 15 years ago, SMS offered the only pragmatic mobile data service: it had broad reach, standardization, and carrier interoperability. Today, companies have more choices including application...

Delivering Utility At Speed To Perpetually Connected Customers
Customers are in the midst of a total mind shift. As a result of their perpetual mobile connections, their expectations have changed. They're not interested in your messaging and logos. They want...
Vision: The B2B Online Community Playbook
This report is designed to help you revisit your strategy for engaging with customers through online communities and discussion forums, and demonstrate why your success will be based on taking the...
B2B organizations are straining to align traditional mass-marketing practices and sales support with new digital-focused customer behavior. B2B interactive marketing teams should adopt the...
Latin American Consumer Technographics®
Latin America is on the priority list of many global companies. This is not surprising given the meteoric rise of social networks like Facebook and Twitter and Latin Americans' willingness to connect...
After jumping on the iPhone and Android app bandwagons, some global brands are beginning to realize that participating in the fragmented world of mobile comes at a high cost. Mixing the right mobile...

Global Consumer Technographics®
In 2012, the majority of consumers in the US, Asia Pacific, Europe, and Latin America owned a mobile phone. However, the ways in which global consumers use their phone varies across countries....
I just read Forrester's August 2, 2011, "The Pipeline Is Less Than Half Empty" report and wondered if less than 30% of all leads are marketing generated, on a good day, where does the other 70+% come...
An Empowered Report
RehabCare has implemented a deeply integrated strategy using iOS devices, like the iPhone, iPad, and iPod touch, that has changed the way it delivers care to its patients. Its offering required...
B2B Marketers Need To Expand Their Online Advertising Horizons
Display marketing is part of most B2B interactive marketers' plans for 2011, but few are prepared to unlock its full potential. Rather than miss opportunities by simply porting over print media...
North American Consumer Technographics®
This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey (Part 1), Q2 2012 (US, Canada). It provides a generational overview of US consumers'...
How To Build A B2B Influencer Engagement Initiative
As you plan your 2013 social marketing initiatives, one area for you to focus on is influencer identification and engagement. B2B social marketers have begun to move beyond reactive responses to...
