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.
An Analysis Of B2C Manufacturers' International Expansion
Global brands are increasingly looking to sell direct on their own websites — and not just in their home markets. After examining the global direct-to-consumer sales presence of manufacturers...

How Online Retail In China Is Evolving Differently From Other Major Markets
China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...
How Online Retail In India Is Evolving Differently From Other Major Markets
India's eCommerce market is at an early stage but is expected to see huge growth over the next four to five years. Over the past 12 months, venture capitalists have invested heavily in India's...

Understanding The Needs Of Today's Luxury Buyers
An Analysis Of US eBusiness International Expansion
It used to be that international expansion for US-based retailers meant shipping to Canada. Today, however, the majority of the top 50 online retailers in the US have a presence outside the country...
Understanding The Needs Of Today's Luxury Buyers
China is an enticing market for luxury brands looking to sell online, yet brands must recognize the opportunity is not without multiple challenges. In China, the online channel is widely considered...

How US Online Retailers Can Extend Their Offerings To Consumers Abroad
Given that online retail growth rates remain higher outside the United States than within, eBusiness executives are increasingly looking to tap into online buyers in other markets. The lowest-cost...
Navigating The Centralized Versus Localized Approach
Today's global eBusiness executives are struggling to organize eBusiness operations that effectively support increasing international revenues. Companies have experimented with a variety of...
How Online Retail In Brazil Is Evolving Differently From Other Major Markets
Despite a slowdown in overall economic growth in Brazil, eCommerce continues to charge ahead. Forrester forecasts that online retail revenues in the country, currently US$10 billion, will double over...

An Overview Of Global Adoption To Help Plan For International Initiatives
Between 2005 and 2009, the global Internet population increased from fewer than one billion to more than 1.6 billion; by 2014, it is projected to grow by another 42%. The bulk of the population...
A Topline Look At eCommerce Growth In Brazil And Mexico
Latin America's online retail markets are dynamic and varied. With the largest economy and approximately 40% of Latin America's Internet users, Brazil will remain the powerhouse in Latin American...
Economic Instability Across Europe Will Do Little To Slow Retail eCommerce Growth
By 2017, Europeans will spend more than €191 billion online on retail products, and online retail growth will continue to outpace offline growth. As wallet share gradually shifts toward the...
Understanding The Opportunity On China's Largest B2C Website
Taking a business online in China is intimidating. Seemingly endless red tape, a diverse online population, and differences in consumer behavior are all issues a company must carefully consider....
Understanding The Adoption Of Key eBusiness Applications Within A Regional Context
With almost 800 million mobile phone subscribers and 23 billion short message service (SMS) messages sent during the 2010 Chinese New Year holiday alone, metropolitan China outpaces every other...
Markets Pass Through Four Phases On The Path To Maturity
Today, a growing number of eBusiness professionals are eyeing emerging eCommerce markets around the globe. eBusiness professionals, however, do not always have a framework to assess how typical...

Landscape: The eCommerce Globalization Playbook
Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

China is set to be the world's largest eCommerce market by 2015. Growth in this market shows no signs of slowing down, but many of the forces driving sales differ from other eCommerce markets. This...
A Look At Growth In Five Markets With A Focus On China, Japan, And Australia
Forrester Research wrote its first online retail forecast for Asia Pacific in October 2010. Since then, eCommerce in every market in the region has charged ahead, with growth continuing unabated....

A Look At Growth In Five Markets With A Focus On China, Japan, And Australia
Nowhere in the world is online shopping exploding as quickly as in Asia Pacific. This region now includes more than 40% of the global online population, and with the growing percentage of online...