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 Workforce Enablement Playbook
BYOD. BYOPC. Consumerization. These are the words that send shivers down the spines of infrastructure and operations (I&O) professionals responsible for "end user computing" in their companies....
Landscape: The Workforce Enablement Playbook
2012 brought a tectonic shift in worker technology requirements. Many more employees now purchase their own devices, bring them to work, and use them to conduct personal and professional activities...
Manage Mobile Complexity Through A Corporate App Store
Today, many employees use their personally owned smartphones and tablets for work to access a variety of mobile applications. Some companies are also proactively deploying mobile applications to...


Ericsson made a $1.15 billion offer to acquire Telcordia, a provider of operations support systems/business support systems (OSS/BSS) for telecom service providers. The Telcordia acquisition enables...
Performance Management: The Mobile Security And Operations Playbook
This report outlines the performance management of Forrester's solution for infrastructure and operations (I&O) executives working on mobile security and operations. This report is designed to help...
Enterprises are deploying a wide range of horizontal and vertical mobile applications. Results from Forrester’s 2010 Network and Telecom survey of IT decision makers at North America and...
Each year, Forrester analysts field over 20,000 inquiries on a variety of topics, which provide insight into the key issues and challenges facing our clients in a variety of roles, including CIOs,...
I&O Should Manage Mobile Complexity Through A Corporate App Store
Today, employees are using personally owned smartphones and tablets at work, and firms are leveraging an array of mobile applications to interact with employees, customers, partners, and suppliers....

Vendors in the mobility ecosystem are dramatically underestimating the demand for mobility solutions in the corporate arena. Why? Because they are missing demand that will come from two emerging...
Business Case: The Workforce Enablement Playbook
This report outlines Forrester's guidance for developing a business case to justify a BYOD program to support your workforce computing strategy. Supporting the growing number and increasing diversity...
2011 presents vendors and service providers with a variety of opportunities to address emerging trends in the enterprise mobility and telecommunications market. In results from Forrester's Forrsights...

AT&T Reclaims No. 1 Position
AT&T announced plans to purchase T-Mobile USA from Deutsche Telekom for $39 billion in cash and stock. If regulators approve the deal, AT&T will be the largest wireless carrier in the US, leaping...
During the past few months, telecom service providers including AT&T, Sprint and Verizon have highlighted their roadmaps and deployment plans for 4G network technologies. These 4G technologies...
Vendors Will Differentiate Mobile App Stores Through Comprehensive Offers
Corporate mobile technology for enterprise IT is increasingly complex. More employees are using personally owned smartphones and tablets at work, and firms are leveraging an array of mobile...

Enterprises of all sizes are challenged with supporting a wide range of mobile devices and applications. In addition, empowered employees are circumventing the IT organization by purchasing their own...
An Empowered Report: How Vendors Will Meet The Requirements Of Emerging Segments Of Mobile Workers
Enterprise mobility momentum continues to grow, evidenced by increased corporate support for a broad array of smartphones; expanding support of mobile applications for employees, customers, partners,...