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.
Strategic Plan: The CIO's Mobile Engagement Playbook
Mobile technology is rapidly evolving as a means for organizations to deliver new customer experiences, enhance customer value, and improve employee productivity. When combined with social, cloud,...

Assessing Your Marketing-IT Partnership Readiness To Develop A Custom Action Plan
In the future, only companies that understand and anticipate their customers' needs and can consistently deliver unique, tailored customer experiences will be able to attract and retain loyal...

This model allows you to assess your IT/marketing partnership readiness along the three critical dimensions of people, process, and technology. Use this model to identify strengths and weaknesses of...


Business Vision: The BT Strategic Planning Playbook
CIOs and IT strategists participating in strategic planning must bring to the discussion an understanding of emerging business trends. This section of Forrester's BT Strategic Planning playbook...
