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.


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

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74 results in Reports

  • Past 12 months
  • Measurement
  • For Sourcing & Vendor Management Professionals

    Report:Getting The Most Out Of Your Midsized Offshore Supplier

    A Survey Of Select Client References Reveals Key Governance Imperatives To Optimize Your Engagements With Smaller Providers

    Forrester's earlier report, "The Changing Value Proposition For Midsized Outsourcers" establishes how midsized outsourcing vendors may become increasingly relevant in a marketplace where clients...

    • Downloads: 132
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices For Continuous Improvement In Outsourcing

    Continuous Improvement: The Services Sourcing Playbook

    Many outsourcing relationships don't evolve much because they are lacking continuous improvement (CI), one of the important elements in outsourcing contracts. IT organizations want to keep their...

    • Downloads: 334
  • 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: 467
  • For CIO Professionals

    Report:Brief: Technology Management's Checklist For Improving Customer Experience

    Five Critical Actions CIOs Should Take

    The advent of mobile and digital mechanisms for engaging customers has highlighted the increasingly crucial relationship between technology management and customer experience. However, the specifics...

    • Downloads: 171
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, Europe

    European Consumer Technographics®

    This report is our annual overview of European consumers' behaviors and technology attitudes based on Forrester's European Consumer Technographics surveys and our ForecastView data. We analyzed...

    • Downloads: 41
  • For eBusiness & Channel Strategy Professionals

    Report:Establish A Digital Acceleration Team

    Guide, Inspire, And Educate Local Teams To Enhance Digital Maturity Throughout Your Organization

    As firms expand their digital footprint around the globe, eBusiness executives in central teams face a challenge. Different local market teams have wildly varying levels of digital maturity,...

    • For Application Development & Delivery Professionals

      Report:Embrace Continuous Improvement To Power Customer Service Operations

      Continuous Improvement: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery...

      • Downloads: 302
    • For Customer Experience Professionals

      Report:The State Of Customer Experience Management In Australia, 2014

      The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

      • Downloads: 80
    • 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: 1788
    • For CIO Professionals

      Report:Measuring Your Workforce Experience: Use Customer Experience Insight As Your Guide

      Performance Management: The Workforce Experience Playbook

      Finding and retaining the best talent is hard. Identifying the engaged workers who will deliver the kinds of results and customer outcomes you need is even harder. Knowing what the future will bring...

      • Downloads: 292
    • For Customer Experience Professionals

      Report:Case Study: How American Cancer Society Used Measurement To Optimize Customer Experience

      The Evolution Of An Outcome-Driven CX Measurement Program

      The American Cancer Society (ACS) is the most comprehensive organization fighting cancer in the US. Every year, ACS touches millions of people who are invested in the fight against cancer. However,...

      • Downloads: 143
    • For Sourcing & Vendor Management Professionals

      Report:Good Software Deals Improve BT Project ROI, Not Merely Reduce Cost

      Metrics: The Strategic Software Sourcing Playbook

      This report describes the metrics that form part of Forrester's solution for sourcing and vendor management executives who are moving to strategic software sourcing. Too many sourcing executives lead...

      • Downloads: 321
    • For Enterprise Architecture Professionals

      Report:BPM Projects Show Good But Varied Performance

      Benchmarks: The Business Process Management Playbook

      A business process — at its highest level — is any activity that helps an enterprise achieves its goals. Measurement via metrics and comparison via benchmarks are critical to achieve...

      • Downloads: 521
    • For Infrastructure & Operations Professionals

      Report:Three Best Practices From Early BYOT Adopters In India

      Address Management Concerns Around Data Security, ROI, And Business Requirements To Build A Valid Business Case

      The consumerization of IT in India is leading more people to use personal mobile devices, applications, and public cloud services for work, a trend that Forrester refers to as "bring your own...

      • Downloads: 131
    • 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: 204
    • For Application Development & Delivery Professionals

      Report:Transform Customer Processes And Systems To Improve Experiences

      Executive Overview: The CRM Playbook

      This report is the executive overview of Forrester's solution for application development and delivery (AD&D) professionals looking to implement customer relationship management (CRM) strategies and...

      • Downloads: 1718
    • For Infrastructure & Operations Professionals

      Report:Strategic Benchmarks 2014: Data Center Strategy

      Today, infrastructure and operations (I&O) professionals have the freedom to select from an ever-expanding buffet of data center tools, technologies, and sourcing options. I&O leaders must...

      • Downloads: 287
    • 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: 325
    • 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: 78
    • 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: 284
    • For Marketing Leadership Professionals

      Report:Benchmarking Social Marketing Efforts In China

      Marketing leadership professionals work hard to win hypersocial Chinese consumers, but most don't know whether their social marketing efforts in China are keeping pace with those of their peers at...

      • Downloads: 164
    • For Application Development & Delivery Professionals

      Report:From Strategy To Execution: Assessing PMO Capabilities In The Age Of The Customer

      Part 1 Of Forrester's Look At Strategic Project Management Offices

      The age of the customer demands that firms completely reassess their project management office (PMO) planning and delivery practices. The traditional focus of PMOs conflicts with the need for speed...

      • Downloads: 500
    • For Enterprise Architecture Professionals

      Report:Align Application Rationalization Metrics To Your Objectives And Drivers

      Enterprises start application rationalization initiatives, but after the low-hanging fruit of little used business applications, they find it a struggle to progress. There are many root causes...

      • Downloads: 307
    • 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: 540
    • For eBusiness & Channel Strategy Professionals

      Report:Benchmarking B2B eCommerce Sales And Marketing Initiatives

      Benchmarks: The B2B eCommerce Playbook

      Forrester partnered with Internet Retailer magazine to survey business-to-business (B2B) eCommerce professionals and produce first-of-their-kind sell-side B2B eCommerce benchmarks. The survey...

      • Downloads: 368