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.
A Self-Assessment Framework To Focus And Accelerate Your Transformation
Many CIOs struggle to answer two deceptively simple questions: 1) How are we doing, and 2) what should I prioritize? These questions invite a host of complexities, raising questions about the role of...
Technology Vision: The BT Strategic Planning Playbook
Technology is the foundation for the CIO's contribution to the success of the enterprise. And it is the dream of most CIOs that they partner with business organizations to co-create a business...

Build/Buy Capabilities: The BT Strategic Planning Playbook
Forrester's BT Strategic Planning playbook helps CIOs build a BT technology road map — starting with business goals and identifying the business and technology strategies to achieve the goals....

Executive Overview: The Innovation Playbook
Innovation has become a primary source of growth and competitive advantage, and the need for innovation underpins senior business leaders' top three issues. But how do CIOs help their firms realize...

Sustained Innovation Succeeds Best Through Broad-Based Involvement
This report identifies the resources and skills business technology (BT) organizations require to successfully manage sustained innovation and establish innovation policies and practices that drive...
Change Management: The Innovation Playbook
Companies that don't innovate risk becoming marginalized, and CIOs are often expected to help accelerate innovation within their firms. Key to success in this role is creating and sustaining an...

The Forrester BT Leadership Maturity Model consists of four domains (leadership, strategy and planning, BT service design, and BT service delivery). This model is designed to provide a brief...

Vision: The Innovation Playbook
Now is a critical time for CIOs to focus on innovation. The pace of change is too fast, the opportunities too great, and the risks too dire to relegate it to the annual funding process. Digitally...
Enterprise Leadership Drives CIOs To Perform As An Empowered BT Or An Aligned IT Archetype
The empowered era has transformed the role of IT within the enterprise. Five years ago, we identified three archetypes for the IT organization: Solid Utility, Trusted Supplier, and Partner Player....

Technology Vision Toolkit: The BT Strategic Planning Playbook
This toolkit is a companion to the "Track Tech Trends That Influence Business Strategies" report from the BT Strategic Planning playbook. It presents a simple yet effective tool for targeting...