Kate is a leading expert on CRM and customer service strategies. Her research focuses on helping organizations establish and validate CRM and  customer service strategies strategies, prioritize and focus customer service projects, facilitate CRM vendor selection, and plan for project success. She is also a published author on CRM and  customer service trends and best practices.

Tuesday, May 24, 2016

8:00 a.m - 8:45 a.m

SD1: Breakfast With the Influencers Panel

Tuesday, August 18, 2015

8:00 a.m - 8:45 a.m

SD1: Breakfast With the Influencers Panel

Wednesday, August 19, 2015

10:00 a.m - 10:45 a.m

B302: Forrester’s Top Predictions for CRM

Tuesday, August 19, 2014

8:00 a.m - 8:45 a.m

SD1: Breakfast With the Influencers Panel

Wednesday, August 20, 2014

10:00 a.m - 10:45 a.m

C302: The Future of CRM: A Forrester Perspective

Monday, August 13, 2012

10:15 a.m - 11:00 a.m

B101: Evaluating Technologies for the Extended Customer Service Ecosystem

Tuesday, August 9, 2011

10:45 a.m - 11:30 a.m

C201: Knowledge Management for Customer Service Done Right