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.
These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.

Road Map: The Cloud Computing Playbook
Early in 2011, Forrester made a series of predictions about the future of cloud computing for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new...

How Companies Are Preparing For The Unstoppable As-A-Service Offerings
Developing a centralized software-as-a-service (SaaS) strategy has become a bigger priority for sourcing and vendor management professionals over the past year. Firms are not only expanding their...

Engage With Early-Stage Buyers, Drive Pipeline And Revenue Performance
Today's empowered technology buyers are two-thirds of the way through their buying process before they engage with tech vendors' sales teams. Forrester believes that a robust lead-nurturing program...
Skills And Staffing: The Data Security And Privacy Playbook
This report discusses skills and staffing implications of Forrester's solution for security and risk (S&R) professionals to act in developing their organization's data security and privacy strategy....
There's an old adage that says it takes Microsoft three times to get it right. Its commitment to SharePoint in the cloud is clearly evident in its investment in data centers, a costly retrofitting of...

Recent Survey Results Show Higher SOA Satisfaction With A Business Approach
Listen to industry discussion of service-oriented architecture (SOA), and you are likely to get the impression that SOA is best thought of as a technical approach for application integration. While...

Part 3 Of A Three-Part Series On Why Key IT Roles Fail
Certain roles in IT can significantly change the organization for good or bad. Through a combination of surveys, interviews, and consulting engagements, we gathered in-depth information on the common...
Insights Into Building Battle Cards That Help Sales Reps Win Deals
Sales enablement professionals are increasingly stepping up to fix the massive inventories of battle cards at their companies that provide inconsistent value to sales reps. These battle cards...
Several forces are slowly transforming the stable but growing market for IT infrastructure services in Europe, including the rising profile of offshore suppliers, maturing global delivery,...
Since cyberinsurance first emerged in the late '90s, the number of available policies, the scope of those policies, and the number of insurers offering them have all significantly increased. Due to...
They Will Grow Twice As Fast As The Enterprise Application Market
Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....
