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 S&R Practice Playbook
Today, business leaders expect the CISO to not only protect the organization from run-of-the-mill hackers but to also protect its brand and competitive advantage in the marketplace — all while...

In a recent Forrester/DRJ joint survey on BC preparedness, of organizations that have invoked a BC plan in the last five years, 37% said that their BC plans had not adequately addressed...
Vision: The Business Technology Resiliency Playbook
This report outlines the vision of Forrester's solution for infrastructure and operations (I&O) executives planning their organization's business technology (BT) resiliency strategy — the...


Guest Post From Researcher Chris Sherman Traditional antivirus techniques have been fighting a losing battle for years. Popular hacker exploit kits pounce on new vulnerabilities quickly...
Benchmark: The Business Technology Resiliency Playbook
This report outlines Forrester's solution for infrastructure and operations (I&O) leaders to benchmark the performance of their business continuity (BC) programs as part of their broader business...

We would like to know, in the event of a disaster: 1) Whom should we call; 2) what format is best; 3) what kind of information/instructions should we provide on the call; and 4) what kind of...
There is truth to the meme, “data is the new oil.” Data is the lifeblood of today's digital businesses, and for economic and even political gain, highly skilled...
My house sits atop a hill overlooking the Atlantic Ocean (hence, the neighborhood name of “Beachmont”) and was built sometime in 1890. It’s one of the tallest houses in the...
From frantic security operations problems to the changing threat landscape, CISOs, senior security leaders, and other IT risk management leaders consistently have trouble keeping up with key trends...

The current state of business continuity management (BCM) standards? Abysmal. According to a joint Forrester/DRJ study, 69% of respondents said that British Standard (BS) 25999 did not influence or...
Success Requires Vendors To Change Features, Positioning, And Sales Enablement
Despite the recent spate of high-profile security breaches, many chief information security officers (CISOs) find themselves marginalized by their peers and disconnected from their business's...

How is the private sector reacting to the PS-Prep program?
Future Look: The S&R Practice Playbook
This report outlines the future look of Forrester's solution for security and risk (S&R) executives working on building a high-performance security program and organization. This report is designed...
When I talk to security (S&R) leaders, they always tell me that in an ideal world, they would have enough advanced warning of impending business and technology disruptions in order to understand the...
At the recent Disaster Recovery Journal Fall World conference, I gave a presentation of the state of BC readiness. I had some great discussions with the audience (especially about where BC should...
Each year, Forrester Research and the Disaster Recovery Journal team up to launch a study examining the state of business and technology resiliency. Each year, we focus on a particular...
During the past three years, you may have noticed that security and risk professionals have added a new term to their lexicon – business resiliency. Is this just an attempt by vendors to...
Executive Overview: The Security Architecture And Operations Playbook
We've all heard about the "evolving threat landscape." In biology, evolution is a process that takes millions of years to occur as a result of small changes in successive generations. Mutations, on...
Executive Overview: The Identity And Access Management Playbook
The rapid adoption of mobile devices and cloud services, together with a multitude of new partnerships and customer-facing applications, has "extended" the identity boundary of today's enterprise....
Executive Overview: The Mobile Security And Operations Playbook
This report outlines the executive overview of Forrester's solution for security and risk professionals working on managing mobile and consumer devices. Smartphones and tablets are quickly becoming...
Communication: The Business Technology Resiliency Playbook
Year after year, when asked to name the top lessons learned from contingency plan invocations, organizations consistently cite that they underestimated how difficult it would be to communicate...
Benchmarks: The Identity And Access Management Playbook
This report provides a spending and technology adoption benchmark for security and risk (S&R) executives looking to develop their organization's identity and access management (IAM) strategy....

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,...
Ten Recommendations For Maturing Your Business Continuity Exercise Program
Everyone knows you must exercise your business continuity (BC) plans. However, in dozens of inquiries and consulting engagements with enterprise clients each quarter, Forrester finds that BC managers...