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 conceptual architecture is a tool that enterprise architects can use to enhance communication, provide context, and aid direction setting. Though there are many situations in which an architect...
I am trying to develop a solid vision statement for our business architecture (BA) organization that is supported by our mission. The vision statement represents the future, is result-oriented, and...
Several recent Forrester reports home in on what we call “The Age Of The Customer” in which firms must seek to become customer-obsessed to build differentiation and loyalty. Those...

Business' Process Goals Strongly Influence Application Strategy
Most firms have application portfolios with significant redundancy — a legacy of how business needs have been funded or past merger and acquisition activity. Firms initiate application...
Today we’re kicking off Forrester's IT Forum 2011 at The Palazzo in Las Vegas. Prepare for three exciting days of keynote presentations and track sessions focused on business and technology...
Architects frequently tell us how much they value insights from practitioners like themselves. We at Forrester equally value these insights, as they are the foundation of our...
A Creative Approach Makes It Easy For Business Leaders To Use Business Capability Maps
Business capability maps are a versatile tool for enterprise architects. They can help architects clarify business priorities, rationalize project and application portfolios, and explain costs and...
Successes And Lessons Learned From Customer References
The EA management suite (EAMS) is the next step in the evolution of EA tools. Going beyond modeling and standards repositories, the EAMS addresses pragmatic EA objectives such as IT planning, road...
An enterprise architecture (EA) program's success is largely dependent on its architects' skills. More companies are establishing EA programs, and architecture teams are growing. Moreover, the...
The next-generation project management office (PMO) adds to the traditional PMO skill set of managing demand, providing oversight, and ensuring compliance by innovating through new practices and...
Our company is relaunching our enterprise architecture function. One area of focus is "big rules" for architecture. We currently have a set of more-detailed principles, but we are looking for...
The pace of business change is accelerating. The reason why it is accelerating is the mushrooming of disruptive factors: your customers expecting anytime/everywhere access to you through their mobile...
Awkward title, I know. But this blog is about two related points. Forrester has long believed that business and technology have become inseparable. The Business Technology...
We are trying to locate information about the amount of IT spend typically placed into enterprise architecture as a percentage of total IT budget. Any help would be greatly appreciated.
I just recently had a conversation with Peter Hinssen, one of our keynote speakers at Forrester’s colocated CIO Forum and EA Forum in Las Vegas (May 3-4) and our...
The purpose of this assessment tool is to serve as a starting point to help managers and employees discuss the development of skills typical to various architecture roles. It works as a communication...
This report outlines the high-level business impact of Forrester's solution for enterprise architecture (EA) executives working on building a high-performance EA practice. Describing the added...

The purpose of this process guide is to provide an overview of the architecture skills assessment process and step-by-step instructions for using the assessment tool included in Forrester's...
A conceptual architecture is a tool that enterprise architects can use to enhance communication, provide context, and aid direction setting. Though there are many situations in which an architect...
You already know it. Technology is completely pervasive in our lives, and in how businesses operate. It’s pervasive in how business execs think — they know that every change they make has...
You know how technology is changing how businesses operate — how they engage with their customers, deliver products and services, and understand their markets. The...
Mike Gilpin poses this question in the most recent post to his blog. This question was sparked at Forrester’s Business Process & Application Delivery Forum during a conversation during...
What will business and technology be like in 2020 – and what’s IT’s place in this new world? This is the subject of a teleconference that James Staten and I held for our...
I recently had a conversation with a new EA practice leaders in the investment management business unit of a large multi-line insurance company. They wanted to hear my perspectives on what a...