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.
Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies
In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores
Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

