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.
Microsoft And Google Lead; IBM's In The Hunt; Cisco's Just Starting Out
Google jumped into the enterprise email market in 2007 with a $50 annual subscription to its cloud email service and turned the market upside down. Microsoft quickly re-evaluated and repriced its...
Business Impact: The Cloud Computing Playbook
When a market disruption as large as cloud computing comes along, it sends ripples throughout your organization, so it should come as no surprise that attitudes toward this technology vary widely...

This document provides an overview of cloud computing in Egypt for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns, market awareness and user...
Understanding The Cloud Broker Opportunity
The rapid innovation of technology and business models spurred by cloud computing provides CIOs, as well as external providers, with a unique opportunity to redefine their relationships with the...

With increasing urbanization, Asian cities will undergo rapid transformation, creating opportunities for vendors that align themselves with city-level objectives. City opportunities are growing...
Business Plan: The Cloud Computing Playbook
We all believe that cloud computing can save us money but aren't sure how to maximize these savings. Firms almost always consider cloud computing a cost advantage compared to the in-house, always-on...

Changes Will Accelerate Over The Next 24 Months
The IT services industry is in the middle of a fundamental transformation of who it sells to, what services it sells, and how it delivers those services. Upstart vendors specializing in new...

Cloud Computing Shifts From Cost To Innovation
Cloud computing continues to grow at a tremendous speed. But as the market and the understanding of cloud computing grows, the drivers and deployment scenarios that framed the initial cloud agenda...

Executive Overview: The Cloud Computing Playbook
Cloud computing has reached an inflection point for enterprises — a comprehensive strategy for its use is now required. Until now, most companies had adopted cloud services in an ad hoc...

Understanding And Quantifying The Future Of Cloud Computing
Building a solid cloud computing strategy and business plan requires insights into the future market size and growth dynamics of this still complex market. In this report, Forrester provides a global...
Driving A SharePoint-Based Information Workplace Will Challenge C&C Pros
Microsoft SharePoint is poised for broader adoption as an Information Workplace platform. While most use it for content and collaboration (C&C) needs today, the platform's broad, integrated...

The news about governments is often dire: Economic crises, austerity budgets, crises of constituent confidence, protests, riots, and war often make the headlines. However, in spite of (or perhaps...
Build/Buy Capabilities: The Cloud Computing Playbook
CIOs frequently ask us which applications they should consider moving to the cloud or replace with cloud services. Forrester provides you with a methodology to answer this question and help you...

This document provides a comprehensive background of the healthcare IT dynamics in India in order to enable IT solution providers to address market opportunities more successfully. Furthermore, the...
Technology Trends That Will Change The Way Government Operates
The US government, with its almost $80 billion annual IT budget, is one of the largest consumers of IT goods and services in the world. It is therefore not surprising that the same technological...
This document provides vendor strategists with an analysis of the key trends in the Asia Pacific IT market in 2010 and previews the top trends that will shape the local market in 2011. This document...
An Empowered Report: Reinvent Yourself To Serve Empowered Customers And Employees
Your customers and your employees have more power than ever before. Mobile, social, video, and cloud technologies give individuals tremendous access to information and resources. To succeed in an era...
An Empowered Report: Consumerization Leads The List Of Collaboration Disrupters
Some collaboration trends are clear and very important — cloud-based email, collaboration services on smart mobile devices, the expansion of social technology, and the rise of integrated...
Looking At The Opportunity Beyond The Obstacle
Concerns about security are the most prominent reasons that organizations cite for not adopting cloud services. Therefore, creating more comprehensive security capabilities is a prerequisite for...

Moving collaboration workloads to the public cloud is an attractive proposition for content and collaboration professionals and information workers alike. Why? They're inexpensive to stand up and...
Real-Time Sharing And Collaborative Tenancy Challenges Traditional Middleware, Platform, And Integration Vendors
Social networks revolutionized personal computing, allowing people to use PCs to engage with friends and family. However, until now, business collaboration hasn't seen such disruptive innovation....

The Shift To Government Cloud Is Evolutionary, Not Revolutionary
Economic, technological, and behavioral changes are driving a fundamental transformation in how governments deliver services. Asia Pacific governments will leverage cloud computing to create more...

Cloud Represents An Opportunity, But Not A Salvation, For Telcos
Without a robust communications layer, the concept of cloud computing is a nonstarter. All three dominant flavors of cloud computing — infrastructure-as-a-service (IaaS), software-as-a-service...
Insights From The Forrsights Networks And Telecommunications Survey, Q1 2012
The connected enterprise is becoming a reality. Businesses require access to the best market information regarding customer demand, supplier options, transport and logistics, and sales patterns. They...

Looking past the current industry hype surrounding all things cloud, Forrester believes that cloud computing is a sustainable, long-term IT paradigm, and the successor to previous mainframe,...