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.
Executive Overview: The Information Strategy And Architecture Playbook
Enterprise architecture (EA) professionals face the challenge of burgeoning business interest in maximizing the potential of new and existing information assets in the face of immature information...
It seems to be popular these days amongst industry pundits to recommend that organizations add a new Cxx role: the Chief Data Officer (CDO). The arguments in favor of this move are exactly what...
Assessment: The Information Strategy And Architecture Playbook
Information workers thrive or falter depending on their ability to get the information they need quickly and easily, with high confidence that it's the right information. Enterprises need to protect...

Today’s organizations must manage the explosive growth of all types of information while addressing greater-than-ever business demand for insights into customer needs and the business...
Organization: The Information Strategy And Architecture Playbook
This report outlines the organization element of the information strategy and architecture playbook for enterprise architecture (EA) professionals. The definition of the information architect role...

Road Map: The Information Strategy And Architecture Playbook
One of the most difficult aspects of an information architecture (IA) practice is engaging stakeholders to buy into your strategy and contribute to your architecture development. The architect's best...
Organization: The EA Practice Playbook
This report outlines the organizational structures, roles, and skills you'll need to make sure that your enterprise architecture (EA) program is strategic, business-focused, and pragmatic. Building a...

Business Case: The Information Strategy And Architecture Playbook
Business cases to fund information management capabilities traditionally characterize information problems in ways that elicit little more than yawns from business executives. Data redundancy and...

Vision: The Information Strategy And Architecture Playbook
A veritable flood of information coming from widespread digitization has created new opportunities and risks that business executives can't ignore. Forrester is seeing a dramatic uptick in the...
Continuous Improvement: The Information Strategy And Architecture Playbook
How effective is your information strategy? You can't answer that question without a comprehensive assessment process and key performance indicator (KPI) reporting mechanism that specifically targets...
The use of road maps to illustrate technology plans is fairly widespread. Whether it's a vendor explaining its product plans or a technology architect showing the evolution of a particular area...
As the pace of change continues to accelerate in an increasingly complex business environment, organizations need to thoroughly understand how their business operates and plan the technology-fueled...
Strategic Plan: The Information Strategy And Architecture Playbook
A new era of information agility is upon us that promises an explosion of opportunities similar to that of the dot-com boom period. But these opportunities are completely dependent upon an...

Tools And Technology: The Information Strategy And Architecture Playbook
Enterprise architects carry the heavy responsibility of planning for elaborate implementations of complex technology. They must weigh the implications of the plans for all of the related architecture...

In a month or so I’ll be launching a survey to research issues around information strategy, information architecture and information management in general. I thought it might be useful to do a...
Performance Management: The Information Strategy And Architecture Playbook
As capability maps become the prevailing form for modeling business architectures, capability-based planning is growing into an effective practice to map organizations' general path forward....
Developing a cohesive information strategy that can deliver on current and future business needs is challenging. Building an information architecture is a highly collaborative endeavor, and to...
As business executives develop an appreciation for the potential value in their information assets, they're looking to architects to help them dramatically improve their information management and...
It's becoming pretty clear that the ability to analyze data is becoming one of the most important technology-based capabilities an enterprise can have. There's a lot of hype around about big...