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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18 results in Reports

  • TJ Keitt
  • Customer Experience Management
  • For CIO Professionals

    Report:It's Time To Take Games Seriously

    Video Games Provide An Effective Way To Reach Customers And Employees

    Serious gaming, or the use of games and gaming dynamics for non-entertainment purposes, is poised to take off thanks to the rise of Technology Populism, the greening of IT, and the emergence of the...

    • Downloads: 1519
  • For CIO Professionals

    Report:The Enterprise 2.0 User: Harbinger Of The Future Of Workplace Collaboration

    Vendors Should Prepare For An Empowered, Mobile, And Collaborative Workforce

    Business leaders' increased interest in enterprise 2.0 technology has spurred collaboration software vendors of all stripes to roll out social applications in their suite of tools. Despite this...

    • Downloads: 1038
  • For CIO Professionals

    Report:The Road To Social Business Transformation Starts With A Burning Platform

    Road Map: The Social Business And Collaboration Playbook

    Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

    • Downloads: 892
  • For CIO Professionals

    Report:Predictions 2010: What's In Store For Serious Games And B2B Virtual Worlds?

    Firms Continue To Experiment As Vendors Seek Profitable Business Models

    serious games and virtual worlds won't turn the corner on business adoption

    • Downloads: 732
  • For CIO Professionals

    Report:The Real Value Of Virtual Worlds

    A Guide For Hooking Business Customers And Partners With This New Technology

    From the point of view of most business leaders, the utility of virtual worlds in business is not apparent. Heretofore, virtual world vendors have not done a particularly good job articulating the...

    • Downloads: 622
  • For Customer Insights Professionals

    Report:Online Survey Tools Gain Ubiquity

    Users Coalesce On Key Vendors For Simple Survey Projects

    Market researchers today are using online surveys in droves — in stark contrast to previous models of software package use and pure outsourcing. Why? They are quick, inexpensive, and offer...

    • Downloads: 544
  • For CIO Professionals

    Report:The Enterprise 2.0 User Profile: 2011

    A Small, Technically Savvy Group Leverages Publicly Available Social Software To Enhance Their Efficiency And Productivity At Work

    Enterprise 2.0 is a hot topic as business executives and IT leaders seek ways to bring social technologies into their business. But hype aside, are we close to seeing a social revolution in business?...

    • Downloads: 665
  • For CIO Professionals

    Report:Will Unified Communications Make Virtual Worlds Relevant To Business?

    Yes, But It Won't Be Overnight

    Virtual worlds have consistently struggled to demonstrate their relevance to business leaders. Problems with the stability of the technology, lack of compelling case studies, and failure to integrate...

    • Downloads: 537
  • For CIO Professionals

    Report:Inquiry Insights: Virtual Worlds, Q4 2008

    Forrester has gone from fielding virtually no inquiries about virtual worlds prior to 2007 to fielding 91 by the end of 2008. As they do with any other nascent technology, IT decision-makers and...

    • Downloads: 385
  • For CIO Professionals

    Report:Benchmarking Technology's Effect On Employee Engagement

    Benchmark: The Workforce Experience Playbook

    We've all seen the headlines: "The Nature Of Business Is Changing!" "Employees Demand Flexibility!" "Younger Workers Want To Use Social Tools!" Business leaders study these trends in an effort to...

    • Downloads: 313
  • For Customer Experience Professionals

    Report:How Collaboration Improves Customer Experience

    Collaboration Tools Are Your Customer Experience Ecosystem's Nervous System

    Fifty-seven percent of today's information workers — those who use a computer at least 1 hour per day — regularly communicate with colleagues inside their organization, business partners,...

    • Downloads: 277
  • For CIO Professionals

    Report:Customer Experience Methods Guide Workforce Experience Design

    Employee-Centric Design Ensures Workforce Engagement

    Business leaders are looking to create differentiated workforce experiences that attract, retain, and motivate their employees. However, IT's traditional practice of providing the greatest...

    • Downloads: 274
  • For CIO Professionals

    Report:Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

    Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring...

    • Downloads: 244
  • For Customer Experience Professionals

    Report:Want A Healthy Customer Experience Ecosystem? Free Your Workers

    Why Simplified Access To Information Is Essential For An Adaptive, Customer-Centered Enterprise

    A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker-- employees who use a computer at least...

    • Downloads: 160
  • For Application Development & Delivery Professionals

    Report:Maximize Employee Value By Aligning With Customer Imperatives

    Business Case: The Human Resource Management Playbook

    Maximizing your workforce's value depends on increasing the level of employee engagement, linking employee productivity to positive customer outcomes, and instilling a culture of customer centricity....

    • Downloads: 134
  • For Customer Experience Professionals

    Report:Case Study: Health Leads Builds A New Customer Experience Ecosystem

    Health Leads Marries Customer And Resource Databases With Social Technologies To Address Patients' Socioeconomic Issues

    Health Leads is a Massachusetts-based nonprofit that seeks to improve healthcare for low-income communities. To this end, Health Leads deploys 1,000 college student Advocates to help patients in...

    • Downloads: 85
  • For Customer Experience Professionals

    Report:Case Study: Red Robin Builds An Agile Customer-Centric Culture With Yammer

    The Restaurant Uses Social Tools To Engage Employees And Accelerate Innovations That Customers Crave

    Red Robin Gourmet Burgers, a US restaurant chain, competes in a crowded market where customer tastes change rapidly. As such, the company must build an organization that can quickly change its...

    • Downloads: 112
  • For Customer Experience Professionals

    Report:Brief: How Software Development Insourcing Can Speed Customer Experience Efforts

    Forward-Looking Firms Differentiate By Owning Technology Associated With Vital Customer Processes

    Companies as diverse as Delta Air Lines and Tesla Motors have recently announced plans to develop core business applications internally instead of buying packaged applications. Why? They believe that...

    • Downloads: 70