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.
Over the past year, marketers have made the shift from learning about the meaning of gamification to incorporating it into their strategies. But so far, the results have been mixed, as the...
Location-Based Social Networking, Though Stagnant Now, Is Poised To Grow
Geosocial applications — also known as location-based social networks — hold potential for interactive marketers: They can help increase in-store visits, your brand's visibility, and...
Processes: The Mobile Marketing Playbook
This report highlights the key principles of mobile experience that interactive marketers must weave into the process of crafting mobile marketing strategies. More people own smartphones than ever...

Making Smart Decisions To Support Your Business Needs
This report is a mobile messaging vendor overview designed to provide a framework for narrowing the list of potential vendors that are well suited to meet the needs of your business. Rather than an...

Organization: The Mobile eBusiness Playbook
Mobile strategy has evolved since 2010. Then, a mobile strategy equated to a mobile services road map and technology platform choices. An individual or small team could both create a strategy and...
More people own smartphones than ever before and they’re using them more often too. This makes a mobile marketing strategy crucial for any interactive marketer. Yet today we find that although...

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...
Using Facebook Login To Your Advantage
This report, originally written for eBusiness and channel strategy professionals, contains important insight and recommendations for interactive marketing professionals as well. Since the...

How B2B Interactive Marketers Can Drive Engagement, Not Just Leads
B2B interactive marketers today are tasked with more than just building lead pipelines — they must also work alongside sales teams to build deeper customer relationships. Increasingly, B2B...

Effective mobile marketing begins with understanding how consumers use the two main types of mobile devices that can deliver rich marketing experiences: smartphones and tablets. This short report...

Deliver What They Want Where They Want It
Mobile is becoming the new face of engagement. By 2016, smartphones and tablets will put power in the pockets of a billion business application buyers and/or users. Mobile is not simply another...

Best Practices: The Mobile eBusiness Playbook
Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "let's build an app." Instead, decisions like these should only be undertaken...

Forrester partners with Shop.org annually to survey retailers on their attitudes toward and investments in the online retail channel. This year the research specifically probes mobile and tablet...

Understand The Opportunities And Challenges Before Activating
Interactive displays offer interactive marketers the chance to enhance customer engagement outside of the home and to test budding technologies like gestural recognition and touchscreen interfaces....
Mint.com wanted to increase traffic from new and returning users to its site as well as deepen engagement and exposure to monetized elements. By employing a suite of game mechanics — including...
Most brands would love to have their apps among the top 25 most downloaded apps on the Apple App Store or Google Play. With more than one million apps available, there's a great risk that your app...
When And How Interactive Marketers Should Build Apps For Marketing Purposes
Mobile apps hold exciting potential for interactive marketers to reach their audiences through mobile devices in ways the mobile Web can't. But today, mobile apps receive a mixed response from...

As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...

Multiyear Strategies And Larger Investments Define This Year
With more than 1 billion smartphones in consumers' pockets at the beginning of 2013, mobile is driving a second Internet revolution that's even more profound than the first one. Mobile creates new...

Assessment: The Mobile Marketing Playbook
This report for interactive marketers explains how to assess your mobile marketing capabilities. We find that although mobile budgets are beginning to increase, the majority of interactive marketers...

Landscape: The Mobile eBusiness Playbook
With more than 1 billion smartphones in consumers' pockets at the beginning of 2013, mobile is driving a second Internet revolution that's even more profound than the first one. Mobile creates new...

US financial services interactive marketing spend will more than double by 2016 but won't grow its investments in every channel at the same pace. This brief report breaks down the increase by channel...
See Through The Myths, And Tap Games As A Medium For Marketing
Are you looking to deliver interactive, integrated marketing messages and advertising to reach an attractive, broad base of users in a medium where emotional response is predictable and guaranteed?...

Marketers should format emails for convenient mobile access. Do this by following Forrester's principles of convenience — create mobile emails that are immediate, simple, and contextually...
Last year, B2B CMOs were challenged with increasing marketing's impact on revenue, adapting to rapidly changing buyer behaviors, and delivering exceptional customer experiences. In 2012, they will go...
