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.
Insights From The Forrsights Networks And Telecommunications Survey, Q1 2012
The connected enterprise is becoming a reality. Businesses require access to the best market information regarding customer demand, supplier options, transport and logistics, and sales patterns. They...


Although Many Buy An ESB First, More Buy SOA Management In The Long Run
Benchmark: The CIO's Mobile Engagement Playbook
Are you ready to serve your mobile customers on the device of their choice? Have you anticipated what apps they need next? And for employees, which apps are most important on smartphones? How many...

Business Impact: The Agile And Lean Playbook
This report outlines the business impact of Forrester's solution for application development and delivery (AD&D) executives looking to implement Agile and Lean. It is designed to help AD&D execs...
Adoption Of SharePoint 2010 — A Serious Application Platform — Is Strong
The stage is set for a big upswing in custom application development on SharePoint. First, SharePoint Server 2010 adoption is very strong, and this version of the product has the strongest features...
Benchmarks: The Mobile Security And Operations Playbook
This report outlines the benchmarks of Forrester's solution for security and risk (S&R) executives working on mobile security and operations initiatives. This report provides a benchmark of budgets,...

The 12 Market Leaders That Deserve To Be On Most Shortlists
In the past few years, the business intelligence (BI) services market has evolved significantly: advisory and management consulting firms have beefed up their implementation capabilities, while...

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...

Landscape: The Business Process Management Playbook
Firms continue to invest massive amounts of money and time into improving their business processes. Why? Because of the imperative to optimize their business operations for their markets, even as...

Benchmarks: The IT Infrastructure Playbook
This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their IT infrastructure budgets, priorities, motivations, and technology adoption to...
An Empowered Report: Security Pros Must Work Inside And Outside Of IT To Address The Challenges
Amid the rising trend of personally owned smartphone and tablet use in the workplace, security professionals face the tough question of how to properly manage and secure these devices. Secure...