TJ Keitt

Senior Analyst serving Customer Experience PROFESSIONALS

TJ serves Customer Experience Professionals. His research focuses on the business of collaboration software, which includes adoption, business models, pricing, and positioning, and how information workers affect the adoption and deployment of collaboration software within their business. His research of the collaboration space also deals with how these technologies are applied to facilitate interactions between companies — vendor to partner, vendor to supplier, vendor to customer — for purposes of marketing, product development, and innovation. In addition, TJ researches serious gaming, which is the use of games and gaming dynamics for business or educational purposes and the use of virtual worlds for collaboration and training. His work helps professionals understand the technology and demographic trends that are affecting the markets they serve and provides guidance on how best to position their products to meet these challenges. TJ has been cited in ComputerWorld and the Financial Times.

Previous Work Experience

Prior to joining Forrester, TJ was an analyst at a new product development firm, conducting voice of the customer and litigation-related market research for technology and other firms.

Education

TJ has a B.S. in public relations and an M.S. in applied communication research from Boston University.

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81 results in Reports

  • Past 12 months
  • Measurement
  • For Enterprise Architecture Professionals

    Report:Building The Case For Your BPM Initiative

    Business Case: The Business Process Management Playbook

    Success in the age of the customer almost mandates that every company have a business process management (BPM) program and platform. Developing the business case for enterprisewide BPM differs from a...

    • Downloads: 266
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 1720
  • For eBusiness & Channel Strategy Professionals

    Report:2014 European Mobile Banking Functionality Benchmark

    Garanti Tops Our Review Of European Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 11 retail banks across Europe on more than 35 criteria. The banks have laid strong...

    • Downloads: 153
  • For Application Development & Delivery Professionals

    Report:Benchmark Your BI Environment

    Benchmarks: The Business Intelligence Playbook

    Organizations increasingly realize the necessity of quantitatively measuring the performance of their enterprise software and applications. But quantitative measurements of the performance of...

    • Downloads: 402
  • For CIO Professionals

    Report:Software Must Enrich Your Brand

    Software Is A Critical Strategic Asset, Not An Operational Nice-To-Have

    Your customers increasingly interact with your products and service directly through the software they touch: mobile apps, connected products, websites, and digital experiences. If the software fails...

    • Downloads: 290
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Banking Functionality Benchmark

    Chase And U.S. Bank Top Our Review Of US Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the five largest retail banks in the US across more than 35 criteria. The banks have...

    • Downloads: 303
  • For Analyst Relations Professionals

    Report:Target Industry Analyst Relations With Achievable Metrics

    Benchmarks: The Industry Analyst Relations Playbook

    Myriad options puzzle industry analyst relations (AR) professionals as they try to measure the value they bring to high-tech vendors and to deliver consistently against related targets. A Forrester...

    • Downloads: 464
  • For Marketing Leadership Professionals

    Report:Benchmark Your North American Social Marketing Efforts

    Benchmarks: The Social Marketing Playbook

    North American marketers have fully embraced social tactics to help them meet their reach, depth, and relationship objectives, using an average of 7.5 social tactics each. In this report, we show you...

    • Downloads: 258
  • For Application Development & Delivery Professionals

    Report:Who Are Enterprise Cloud Developers?

    What Forrester's Forrsights Developer Survey, Q1 2013 Shows

    Less than a quarter of all enterprise developers are using cloud platforms today. Examining the first movers, using the Forrester Forrsights Developer Survey, Q1 2013, we found significant...

    • Downloads: 174
  • For Enterprise Architecture Professionals

    Report:The State Of EA 2014: New Demands, Same Headcount

    Landscape: The EA Practice Playbook

    Since 2009, Forrester's global state of enterprise architecture (EA) online survey has tracked the trends, priorities, and challenges of the EA practice. In our latest EA survey, we find demand for...

    • Downloads: 506
  • For Enterprise Architecture Professionals

    Report:Can You Give The Business The Data That It Needs?

    Benchmarks: The Data Management Playbook

    Business leaders tell Forrester that they don't want more data; they want trusted data and an easier path to understand what it means. To get there, enterprise architects and application developers...

    • Downloads: 455
  • For Application Development & Delivery Professionals

    Report:Forrester's Business Application Benchmark Self-Assessment Tool

    Application development and delivery professionals should benchmark their application portfolios and governance processes to help their stakeholders understand how investing in applications...

    • Downloads: 19
  • For Sourcing & Vendor Management Professionals

    Report:Build SVM's Business Case On ROI

    Business Case: The SVM Practice Playbook

    Sourcing and vendor management (SVM) professionals who are not operating under unified processes, governance, tools, and even goals will fail to deliver the maximum value to the business. Yet most...

    • Downloads: 194
  • For Marketing Leadership Professionals

    Report:Make The Most Of Analytics To Meet Your Mobile Objectives

    Performance Management: The Mobile Marketing Playbook

    On average, mobile now represents more than 20% of overall traffic to websites. For some companies, including many in media, more than half of all visits come via mobile devices. In some countries,...

    • Downloads: 579
  • For Application Development & Delivery Professionals

    Report:Benchmark Your Consumer Centricity In Retail And CPG

    Retail and consumer packaged goods (CPG) AD&D professionals have to help their stakeholders to drive actionable insight from a wide range of solutions and external agency services, such as those for...

    • Downloads: 24
  • For Security & Risk Professionals

    Report:Measuring Security Awareness To Enhance The Human Firewall

    How To Measure The Effectiveness Of Your Security Awareness Program

    The importance of the human aspect of information security has long been recognized, and CISOs have reacted by peddling the security message to all who will listen, and many who won't; yet still we...

    • Downloads: 296
  • For Enterprise Architecture Professionals

    Report:Forrester's Data Governance Toolkit

    This toolkit provides a methodology to renew your data governance and adapt to data economy drivers. It also addresses the upcoming issues that IT trends like cloud, big data, and predictive...

    • Downloads: 80
  • For Application Development & Delivery Professionals

    Report:How Can You Scale Your Agile Adoption?

    Results From Forrester's Q3 2013 Global Agile Software Application Development Online Survey

    Thirteen years after Ken Schwaber, Jim Highsmith, and 15 others signed the Agile manifesto, Agile is still on everyone's lips. Data from Forrester's Q3 2013 Global Agile Software Application...

    • Downloads: 425
  • For CIO Professionals

    Report:Case Study: How The Council Of Europe Solved Its Portfolio Management Problem

    Light-Touch Discipline Yields New Visibility And Insight

    The Council of Europe's mission is to address pressing pan-continental political (e.g., democracy and rule of law) and human rights issues. Despite the importance of this work, the council faces the...

    • Downloads: 75
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These metrics should...

    • Downloads: 742
  • For CIO Professionals

    Report:Technology Management In The Age Of The Customer

    Only Customer-Obsessed Enterprises Can Survive Disruption

    Empowered customers are disrupting every industry — and CIOs need to understand how technology management must adapt in this rapidly evolving world. This report outlines how the age of the...

    • Downloads: 1098
  • For Infrastructure & Operations Professionals

    Report:Brief: Strategic Benchmarks 2014: Storage

    Infrastructure and operations (I&O) executives and their engineering teams often ask Forrester for technology adoption data to understand which new innovations their peers have adopted to manage fast...

    • Downloads: 239
  • For Application Development & Delivery Professionals

    Report:Agile Metrics That Matter

    Benchmarks: The Agile And Lean Playbook

    Tomorrow's great application development and delivery (AD&D) leaders will be those who focus on delivering constant value and incremental improvement to their businesses. As changes to development...

    • Downloads: 843
  • For Infrastructure & Operations Professionals

    Report:Top 10 Facts Every Tech Management Leader Should Know About Private Cloud

    Cloud is an essential component of every enterprise tech management strategy, but sifting through market noise to design a robust cloud strategy isn't easy. Despite reported high private cloud...

    • Downloads: 163
  • For Infrastructure & Operations Professionals

    Report:Strategic Benchmarks 2014: Infrastructure Budgets And Priorities

    Benchmarks: The IT Infrastructure Playbook

    This playbook module is designed to provide infrastructure and operations (I&O) professionals with strategic benchmarks to compare their infrastructure budgets, priorities, motivations, and...

    • Downloads: 142