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.
Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...
Improving website user experience can increase sales and reduce costs, but many customer experience professionals struggle to estimate the potential value of planned improvements. By constructing a...
Benchmarks: The Digital Customer Experience Improvement Playbook
This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...
Lessons Learned From 35 Website User Experience Reviews Across Six Industries
In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...