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.
More SaaS And Commoditization Shape 2013 Growth
CIOs should take an interest in the market for ePurchasing software (software to support buying, sourcing, contracting, and vendor management activities) for two reasons: 1) to find technology tools...
The IT Services Opportunity In Systems Of Engagement
Mobile is more than just a pretty face. New platforms will usher in a whole new class of systems focused on engaging customers, employees, and business partners. The move to systems of engagement and...

We Forecast 6% ICT Spending Growth For Both Years
US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

Data from the Q2 2012 Forrsights Budgets And Priorities Tracker Survey shows that for nearly 70% of Australian and New Zealand organisations, the top IT management priority is to increase IT capacity...
A quick look into the survey: This forward-looking market research study about IT technology details security spending, priorities and challenges, as well as sourcing, organizational structure,...
The Info Worker Population Will Grow From 555 Million To 865 Million By 2016, With Growth Markets Leading The Way
Employees that use Internet-connected computing devices for work — info workers — will trample the boundary between work and personal spheres. In this report, we summarize how it came to...

Mobility And Analytics Drive Spending Growth Despite Business Pessimism
What are the 2013 budget plans and priorities for CIOs and other IT decision-makers? Forrester's Forrsights Budgets And Priorities Tracker Survey, Q4 2012 provides insight on the 2013 tech buying...

Strategic Planning Forrsights For CIOs
CIOs are responsible for the technology tools and services that make employees productive and successful at work. Too often, the CIO organization must make decisions about devices, software licenses,...
Governance: The Innovation Playbook
Does your organization struggle to innovate? As organizations work to acquire and maintain competitive differentiation in a global marketplace, they often look to innovation as a key strategic...

Happy New Year, everyone. As I customarily do, I'm looking back on 2011 with an eye toward emerging trends that bear watching. In the latter half of last year, I started to receive a lot of...
Earlier in 2012, I was fairly bullish about the US tech market, expecting growth of 7% to 7.5% for the near depending on whether or not telecommunications services was included (see April 24, 2012,...
Having attended analyst events by Cisco and Polycom in the past month I'd like to share my key takeaways from the announcements for the companies' positions in the videoconferencing and...
At the Cisco Live EMEAR 2013 event in London, Cisco brought a new down-to-earth dynamism to the table. The vision for how Cisco is intending to empower its clients in an evermore connected...
Software And IT Consulting Services Have The Best Prospects
The US tech market outlook for vendors is looking brighter for 2012 and 2013, with the US tech market projected to grow by 7.5% in 2012 (7.1% including telecommunications services) and even faster in...

Data from Forrester’s Forrsights Budgets and Priorities Tracker Survey, Q4 2012 highlights that a total of 53% of IT organizations interviewed in India plan to increase their software spending...
Forrester's Forrsights Business Decision-Makers Survey, Q4 2011 was fielded to 3,534 business decision-makers located in Australia, Brazil, Canada, China, France, Germany, India, Indonesia, Japan,...
The Joyn Initiative Will Help Evolve Engagement Strategies
As companies evolve their strategies to embrace systems of engagement, CIOs are likely to benefit from the emergence of a new major social media communications platform, rich communication services...
Executive Overview: The Social Business And Collaboration Playbook
Business as we know it is changing. The next generation of market-leading organizations will digitize their enterprise model with new capabilities enabled by social technologies. But many of today's...

More BYOD, More Devices, More Mobility, More Apple
Have we hit peak bring-your-own-device (BYOD)? Which apps are most important on smartphones? How many employees are interested in Windows tablets? Do employees use mobile devices for work more at...

Flexible Work And Cowork Redefine Workplace Diversity
If you haven't heard the latest office gossip, you might want to figure out why. As workers increasingly work from home, a coffee shop, a public library, the train, or one of the new coworking...

If you listen to this webinar recording, please do me a quick favor: You'll find the POLL we already asked in the webinar, again on the this page. Thanks for a single...
In Local Currencies, The US Will Lead 5.4% Global Tech Market Growth In 2013 And 6.7% Growth In 2014
The 2013 to 2014 period will see a different pattern of tech market dynamics than what prevailed in 2012, forcing CIOs and business tech buyers to adjust their spending plans to take advantage of new...
