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.
How The Top 10 Vendors Stack Up For Next-Generation BPM Suites
In Forrester's 59-criteria evaluation of business process management (BPM) suite vendors, we identified the 10 most significant software providers in the category — Appian, Bizagi, Cordys,...

Recently, I interviewed a half dozen top service design agencies to better understand how they work with enterprise architects and business architects inside the client firms they serve. All of the...

Today, IBM announced the next release of its BPM suite environment, dubbed IBM Business Process Manager V7.5. This version represents IBM’s first attempt at unifying the core Lombardi Teamworks...
Lately, I have become a bit obsessed with evaluating the linkage between good process design and good experience design. This obsession was initially sparked by primary research I led earlier this...
This is a self-assessment tool to use along with Clay Richardson's Best Practice Framework For BPM Suites.
As some of you know, I am hopelessly addicted to golf. I can already hear you asking, “What does golf have to do with marathons, and what do marathons have to do with business...
Answering Hard Questions About Business, Process, And Technology Best Practices
Business process pros at health payers work at the intersection of business and technology, bringing process methodologies, business knowledge, and technology insights to business transformation...
Road Map: The Business Process Management Playbook
Developing an effective road map for business process management (BPM) is imperative if your initiative is to avoid a premature death. Managing processes effectively implies using processes to manage...
Traditional process improvement initiatives often resemble top-down social engineering, in which management identifies re-engineering opportunities, processes undergo changes and automation by...
I have two questions I would like to pose to a Forrester BPM analyst. 1) How do you sell BPM internally to a consulting firm that sells BPM services and 2) why is there not more discussion/research...
Today, enterprises swim in an endless ocean of business data used to power mission-critical business processes, executive decisions, corporate policies, and business rules. Many organizations kick...
Today, Tibco Software — best known for its SOA integration, complex event processing, and business process management suite — announced its acquisition of Nimbus Partners, a privately...
Processes: The CIO's Mobile Engagement Playbook
To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

Don't Panic! Combine BPM And Agile Approaches To Conquer A Brave New World
Business innovation increasingly comes from the application of technology. Forrester labels this phenomenon as the transformation from IT to business technology (BT). At the heart of this...
This set of data charts presents findings from Forrester's May 2010 Global BPM And Process Improvement Online Survey.
As 2010 winds down, many business process professionals are finalizing plans to take their BPM initiatives to the next level in 2011. With so many different BPM trends and predictions floating...
Value streams and capability maps are both business architecture tools that can create a platform for strategic discussion and executive decision-making. Architects, business analysts, and process...
