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.

TJ Keitt's Research

  • For Customer Experience Professionals

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

    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: 113
  • For Customer Experience Professionals

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

    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...

    • Downloads: 82
  • For Customer Experience Professionals

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

    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 c...

    • Downloads: 131
  • For Customer Experience Professionals

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

    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 l...

    • Downloads: 170
  • For Customer Experience Professionals

    Report: How Collaboration Improves Customer Experience

    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 part...

    • Downloads: 302
  • For CIOs

    Report: It's Time To Take Games Seriously

    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 ...

    • Downloads: 1522
  • For CIOs

    Report: The Global Mobile Application Landscape

    Mobile line-of-business applications — such as field service and healthcare apps — are the next wave of mobile applications. While deployment of these apps is further along in North ...

    • Downloads: 1304
  • For CIOs

    Report: Understanding The US Video Game Player

    Video gaming is mainstream — today, 37% of US consumers report that they play video games. These gamers are not just young men but include Baby Boomers and women. Women constitute 49% of g...

    • Downloads: 1403
  • For CIOs

    Report: Demystifying The Mobile Workforce

    Whether at home, on the road, or from an office, work is becoming something people do, not somewhere people go. In fact, 66% of information workers in North America and Europe already work remot...

    • Downloads: 1394
  • For CIOs

    Report: The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012

    In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers — Box, Cisco System...

    • Downloads: 1243
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