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.
In May 2009, Forrester predicted that, while a growing number of consumers would embrace navigation solutions, the phone would be the most widely used tool for navigation by 2013. Our most recent...
Apple's Cross-Device Product Strategy Drives Product Differentiation And Customer Loyalty
Let's face it: Many observers, anticipating a redesign and a raft of hardware innovations, reacted with disappointment to Apple's iPhone 4S unveiling. Does it matter? No. Why? Because Apple launched...

Product Loyalty's New Calculus
Product Strategists Must Segment The US Smartphone Market
Consumer product strategists — across many categories — are increasingly focused on smartphone owners, and Forrester's recently published US mobile phone forecast confirms the value of...
Product Loyalty's New Calculus
Connectivity is becoming a default feature in a diverse range of consumer products, from portables like tablets and eReaders to TVs and Blu-ray players. As the cost of adding connectivity to devices...
Competition Shifts From Devices To Ecosystems
CIOs might interpret the recent flood of mobile device product announcements, highlighted by the September 12 unveiling of Apple's iPhone 5, as competing vendors fomenting demand for the holiday...

Understanding Global Smartphone Adoption Today And Tomorrow
In a global population that exceeds 5 billion subscriptions, consumer product strategists recognize that smartphones are a niche today. Yet in the US and in some European countries, smartphone...
An Empowered Report: Understanding The Mobile Behavior Of Your Target Audience
The first step in building or refining a mobile strategy is understanding the mobile behaviors of your target audience. Mobile Technographics offers consumer product strategists a means of obtaining...
An Empowered Report: Understanding The Mobile Behavior Of Your Target Audience
The first step in building or refining a mobile strategy is understanding the mobile behaviors of your target audience. In April 2009, Forrester introduced Mobile Technographics, allowing companies...
An Empowered Report: Understanding The Mobile Behavior Of Your Target Audience
The first step in building or refining a mobile strategy is understanding the mobile behaviors of your target audience. In April 2009, Forrester first published Mobile Technographics, offering...
Product Strategists Gain Flexibility But Face Increased Complexity
While the US mobile market is fiercely competitive, unlike the fixed line market, the past decade has seen significant consolidation; today, the top four operators hold five in six subscriptions. But...
Strategic Plan: The Mobile eBusiness Playbook
Mobile is hot, but too many executives take a backward approach to developing a mobile initiative and begin with technology decisions such as "We need an iPhone application" or "Let's do something...
US Consumers Have Little Clue About Their Phone's Software
In the white-hot US smartphone market, the once-invisible underlying software platforms have become one of the fiercest areas of competition. RIM and Apple lead this market, while platforms from...