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.
Conventional wisdom suggests buying before building software. However, as an increasing proportion of product and service value is digital — think of a naval vessel's operation system (Windows...

Using Mobile Technologies To Enrich Enterprise Interactions With Associates And Consumers
Retail and consumer goods firms face exciting opportunities to deploy mobile apps to fix their age-old problems with shelf availability and to empower their field employees to transcend their...
Business change management is a top corporate challenge. Changing people's beliefs and behaviors is demanding and difficult work; succeeding in the face of resistance, decreased productivity,...
Business Case: The Business Applications Playbook
This report outlines the business case component of Forrester's solution for application development and delivery (AD&D) professionals working on business applications strategy. If you're debating...
