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 Changing Workforce Demands New Solutions And Business Models
Technology vendors today are faced with a new market dynamic: Individuals inside companies, primarily information workers (iWorkers), are choosing, procuring, and often paying for technology products...

A Changing Workforce Demands New Solutions And Business Models
Telcos Should Provide Wholesale Infrastructure For Cloud Services
Telcos can grow their revenue base beyond access and transport to offer a range of wholesale services that many cloud service providers (CSPs) may lack the ability or skills to build themselves....

Prospective UC Buyers Are Waiting For System Interoperability
Prospective buyers of unified communications (UC) systems are becoming more aware of the potential benefits, but UC trial and deployment activity remains stagnant. Many buyers are waiting for...
Video-As-A-Service Will Accelerate Video Into The Business Mainstream
Use of video for business communication is expanding at some companies and stagnant at others. The more that information workers use desktop (and handheld) video solutions, the more they expect video...
Microsoft Has The Opportunity To Launch Profitable Enterprise Services
Vendor strategists across the technology industry have been consumed by the Microsoft acquisition of Skype since the announcement earlier this week. During this time, we've talked to strategists from...