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.
Last week, I participated in AdExchanger’s first-ever conference, which focused on the overall theme of “human-centered automation.” As a human who’s spent the past five...
Is Facebook finally getting over itself? Or, rather, is Facebook actually starting to realize that its place in the advertising ecosystem is just that – a place – not the whole answer,...
I stink at New Year’s resolutions. My track record is so bad I’ve all but given up making them in my non-work life. But as a professional exercise, it struck me that writing down some New...
Over my last two-plus years at Forrester, I’ve spent a lot of time thinking and writing about how the people, processes, and tools that touch digital media buying must transform. In this...