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.
Policy And Procedures: The S&R Practice Playbook
Over recent years, the information security industry has matured nicely; experts and associations have documented many best practice models, and their adoption has been widespread. It's disconcerting...
Forrester conducted an online survey fielded in July 2012 of 20,778 European individuals in France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. This survey is based on an...
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....

Stakeholder Needs: The Data Security And Privacy Playbook
This report outlines Forrester's solution for security and risk executives seeking to develop a data privacy and protection program and gain stakeholder support. As a security and risk (S&R)...
Tools And Technology: The Business Technology Resiliency Playbook
When anxious executives ask you to improve or maintain business resiliency across the enterprise, it's likely that you'll need help. The skills and expertise required to stay on top of key trends,...
Strategic Plan: The S&R Practice Playbook
This report outlines the strategic vision of Forrester's solution for security and risk (S&R) professionals looking to build a high-performance security program and organization. This report is...
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...

Strategy Deep Dive: The Mobile Security And Operations Playbook
Mobile devices are everywhere: at work, in the hands of your customers, and with employees. Security and risk (S&R) professionals need to provide users with secure and seamless mobile access to...

Stakeholder Needs: The Identity And Access Management Playbook
This report outlines the stakeholder needs of the Identity And Access Management playbook. Forrester has identified lack of IT executive buy-in and attention as a chronic issue in projects related to...
Clients Should Use Forrester's Vendor Viability Index To Optimize The Alternative Geography Supplier Selection Process
As more companies expand their use of global delivery models, assessing the risk of potential countries and cities is crucial. Traditional approaches to location analysis have typically comprised...
Future Look: The Mobile Security And Operations Playbook
This report outlines Forrester's future look for mobile security and operations. We designed this report to help security and risk (S&R) and infrastructure and operations (I&O) executives understand...

Build/Buy Capabilities: The Identity And Access Management Playbook
Reducing the costs of an identity and access management (IAM) solution has been a top priority for security and risk professionals for a long time. Although IAM solutions have matured significantly...

Why The Next Internet Revolution Is Much More Alarming Than The Last
There is a revolution happening right now; innovative organizations are planning how they can merge the physical and digital worlds to bring new products and experiences to their customers. At the...

This is the second in a series of reports providing guidance and new methods for the financial management of information security. The CISO's role is rapidly changing. A few years ago the CISO for...

Sourcing and vendor management (SVM) professionals should read this report to understand the current visa discourse relative to IT outsourcing and thus limit their exposure to visa risk. In our...

Rethinking Data Discovery And Classification For Data Security
Defining data via data discovery and classification is an often overlooked, yet critical, component of data security and control. Security and risk (S&R) pros can't expect to adequately protect data...

Policy And Procedures: The Data Security And Privacy Playbook
Data defense is the fundamental purpose of information security. To defend your data, there are only four levers you can pull — controlling access, inspecting data usage patterns for abuse,...

What Enterprise Architects Need To Know About The Shift From Records Management To Information Governance
Despite two decades of electronic records management (RM) evolution, fewer than 10% of enterprises admit to high levels of confidence in their approach to the governance of digital information. The...
Strategic Plan: The Data Security And Privacy Playbook
As cybercriminals have become more skillful and sophisticated, they have eroded the effectiveness of our traditional perimeter-based security controls. The constantly mutating threat landscape...
Future Look: The Data Security And Privacy Playbook
This report outlines the future look of Forrester's solution for security and risk (S&R) executives seeking to develop a holistic strategy to protect and manage sensitive data. In the...
Policy And Procedures: The Identity And Access Management Playbook
This report outlines the process and procedures of Forrester's solution for security and risk (S&R) professionals looking to build their identity and access management (IAM) strategy. S&R...
Protect Your Sensitive Data With Endpoint Encryption
Security and risk (S&R) professionals often turn to endpoint encryption technologies to protect corporate data, meet regulatory requirements, and prevent accidental data leaks. Full disk and...
Road Map: The Identity And Access Management Playbook
This report outlines Forrester's solution to help security and risk (S&R) leaders develop their road map of IAM processes using Forrester's TechRadar™ methodology. The extended enterprise...

Forrester Research And ARMA International Records Management Online Survey, Q3 2012
Decision-makers report big spending plans for their records management (RM) programs over the next year. Strong RM programs continue to target traditional compliance and information access...
