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.
Future Look: The Business Architecture Playbook
The rise of business architecture (BA) initiatives has resulted in a rapidly maturing business architecture body of knowledge. Today, business architecture practices focus within the boundaries of a...
Agree On Agility Objectives With Business Units
Since Forrester published the original version of this report in 2007, few firms have adopted a strict definition of agility. Given the recent uncertainty, CEOs are talking even more about agility,...
To succeed in the digital age, enterprise architects must seize opportunities by adopting new approaches for emerging technolgy introduction. This report highlights the technology introduction and...

For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

Five Pragmatic Practices To Improve EA Value Throughout The M&A Process
A new wave of mergers and acquisitions (M&As) is happening, and contrary to previous M&A periods in which IT was only tactically involved, organizations now draw IT into their plans for cost savings...