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.
Forrester conducted an online survey fielded in November and December 2010 of 4,007 individuals ages 16 to 75 in top urban cities/states of Mexico including México City (Distrito Federal),...
Amid the ups and downs of the global economy, the interest in innovation among senior business leadership has only increased. Most CEOs recognize that in a business environment characterized by...

Evaluate The Balance Of Your Company's Marketing Innovation Across The Four P's
An Empowered Report
Innovation leaders at IBM developed Jam sessions as a way of empowering employees and connecting contributors across large demographics in order to generate innovative, worldwide collaboration. These...
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...

Best Practices For Including Customers, Employees, And Partners In Customer Experience Design
Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...
Executive Overview: The Emerging Technology Playbook
Emerging technology unlocks disruptive business opportunities for firms that are prepared; capitalizing on this should be a key element in your firm's innovation and growth plans. Technologies that...
Tap Global Enterprise Experience and Local Expertise
In recent years, "study abroad" has taken on a whole new meaning — on brand new campuses. Many universities have established satellite campuses in host countries across the globe. These...

Vision: The Open Innovation Playbook
A company's commitment to innovation, and how it approaches it, can dramatically alter the opportunities that exist for successful product innovation. It's time to put your closed-innovation...
Emerging Market Research Methodology: Prediction Markets Are Your Innovation And Market Assessment Barometer Tool
Market insights professionals are repeatedly tasked with delivering quick insights that will accurately predict what consumers will do or buy in the future. Traditional research methods do not always...
Digital Media Spending Surpasses That Of Traditional Media, But Marketers Wait To Commit Spend
As the economic recession lingers on, marketers remain cautious. Forecasts show that budgets are on the rise, but marketers are reluctant to commit. A more pragmatic marketer is emerging who wants...
Innovation Must Be Deliberate, Distributed, And Demonstrable
Marketing innovation is a business priority. But not all marketing leaders are meeting the challenge despite executive interest. CMOs who are better at driving their organizations are doing so by...
Mobility is at the core of global digital disruption trends, and product strategists are best positioned to anticipate how smartphones open up new opportunities for product and service innovation. To...

The French Yellow Pages Firm Is Turning Mobile Market Disruption Into Competitive Advantage
Local and social trends are converging and are strong mobile catalysts: These factors have accelerated the importance of mobile to PagesJaunes and its customers. The French yellow pages company has...
An Empowered Report: How To Drive Transformational Product Innovation In Your Organization
Neither disruption nor product innovation are new, but let us be clear: Your company is about to be disrupted like never before. Consumers are adopting disruptive technology — namely connected...
Insights From Asian CIOs At Forrester's CIO Summit APAC 2012
CIOs in Asia face an inconvenient truth: transform or be overwhelmed by the forces of change. These forces include the consumerization of IT, "everything-as-a-service," enterprise mobility, big data,...
Continuous Improvement: The Email Marketing Playbook
This report for interactive marketers is part of Forrester's email marketing playbook and provides our current recommendations for how to continuously improve your email marketing programs. By...
How To Generate The Next Big Product Idea That Will Transform Your Industry
Most product strategists proceed in an entirely reasonable fashion: They set proximate goals and move toward them in a linear mode, tweaking a product or service to fulfill the well-understood goals...
How Firms Can Best Capitalize On Software Development And Configuration Opportunities In India
The continued economic viability of software development in India, whether by independent software vendors (ISVs) or "captive" business units, depends less on pure labor arbitrage and more on...

Ideation: The Innovation Playbook
Innovation is the number-one challenge for CEOs. And CIOs are increasingly asked to help solve the challenge by supporting innovation across the enterprise with new technology. The problem is that...

A Structured Methodology For Prioritizing Geographic Market Entry
Many technology vendors are going global, seeking new markets to make up for the maturation of traditional ones. And rightly so; our Forrsights Budgets And Priorities Tracker Survey, Q2 2010, found...
Executive Overview: The Open Innovation Playbook
Product innovation isn't just a nice-to-have; it's a must-have, particularly in light of the rapid changes taking place at the intersection of technology and consumer behavior. Product strategists...