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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3655 results in Reports

    • For Application Development & Delivery Professionals

      Report:Define Your Strategic HR Technology Road Map

      Road Map: The Human Resource Management Playbook

      Most companies face challenges in sustaining a portfolio of human resource management (HRM) applications, which are typically poorly integrated and have functional gaps as well as solution overlaps....

      • Downloads: 413
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Value-Added Resellers

      A Buyer's Guide To The Evolving Software Reseller Landscape

      For years, Forrester has followed a changing landscape in the software value-added reseller (VAR) market. An increase in direct selling by original equipment manufacturers (OEMs), a diminishing role...

      • Downloads: 202
    • For Application Development & Delivery Professionals

      Report:Market Overview: Web Content Management Systems

      Solutions For Delivering Digital Customer Experiences, Informational Websites, And Intranets

      The relevance of web content management (WCM) has never been higher as businesses and brands leverage this technology to support their multichannel digital customer experiences. The WCM market...

      • Downloads: 490
    • For CMO Professionals

      Report:The Convergence Of Brand, Customer Experience, And Marketing

      CMOs Must Define The Brand/Customer Experience Relationship To Fuel Business Success

      The line between the brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies and products on their own terms. This requires an explicit architecture...

      • Downloads: 743
    • For Sourcing & Vendor Management Professionals

      Report:Best Practices: Sourcing Telecommunications Services In Asia Pacific

      Sourcing and vendor management (SVM) professionals in Asia Pacific who are responsible for telecom and mobility (T&M) services at their organizations face three main challenges: lower than...

      • Downloads: 94
    • For CMO Professionals

      Report:Quick Take: Three Ways That The Right CMO-CIO Partnership Can Pack A Powerful Punch

      For two days at our recent Forrester's Forum For CMOs And CIOs in Napa Valley, California, 100 CMOs and CIOs engaged in a conversation about the roles each of them play in helping their companies win...

      • Downloads: 194
    • For Security & Risk Professionals

      Report:Quick Take: IBM Acquires Fiberlink To Bolster Its MobileFirst Portfolio

      Prospects Are Good For This Acquisition, Which Matches Complementary Strengths

      • Downloads: 105
    • For CIO Professionals

      Report:SAP Bets Its Future On Hana And SaaS

      Hana Will Bolster The Licensed Business, But SAP Needs A More Aggressive SaaS Strategy To Maintain Double-Digit Revenue Growth

      SAP's position as the largest business application vendor is not in doubt; whether it will be a market leader in revenue growth and in innovation is less certain. Anticipating the market's growing...

      • Downloads: 672
    • For Customer Insights Professionals

      Report:The Loyalty Partner Primer

      Key Lessons From Loyalty Vendor Client References

      During the Forrester Wave™ evaluation of loyalty program service providers, we surveyed 98 customers about their vendor partnerships. We found that users are largely satisfied with the...

      • Downloads: 233
    • For CIO Professionals

      Report:Digital Business Leadership

      The Chief Digital Officer: Fad Or Future?

      This is a pivotal time for CIOs — a time to step into the limelight or remain in the shadows. This report, originally written for CMOs, is a must-read for CIOs, especially those with a vision...

      • Downloads: 426
    • For Customer Experience Professionals

      Report:Mobile Moments Transform Customer Experience

      Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

      Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

      • Downloads: 890
    • For Security & Risk Professionals

      Report:Application Control: An Essential Endpoint Security Component

      It's no mystery that antivirus (AV) technologies are fighting a losing battle against an increasingly sophisticated malware threat landscape. Attackers often penetrate user endpoints with new malware...

      • Downloads: 396
    • For Enterprise Architecture Professionals

      Report:Create A Strategy To Leverage Emerging Technology

      Strategic Plan: The Emerging Technology Playbook

      For many organizations, the use of emerging technology is confusing, slow, and problematic. Which emerging technologies should be part of IT's standard approach? Which should IT push for business to...

      • Downloads: 533
    • For Infrastructure & Operations Professionals

      Report:Mobile Management Takes A 180-Degree Turn

      Focus Quickly Shifts From Managing Mobile Devices To Managing Apps And Data

      The managed mobile environment services market is about to go through a fundamental change. Currently, traditional providers focus on managing the device and its security. Moving forward, Forrester...

      • Downloads: 1214
    • For Security & Risk Professionals

      Report:Introducing Forrester's Prioritized Patching Process (P3)

      Leverage Predictive Threat Modeling And Data Value For A Context-Based Approach To Patch Prioritization

      Criminals want access to your valuable assets, and one of their preferred methods is to exploit vulnerabilities lurking in your software and systems. Typically, these vulnerabilities have available...

      • Downloads: 262
    • For eBusiness & Channel Strategy Professionals

      Report:European Online Christmas Retail Outlook, 2011

      This Christmas Season eBusiness Executives Will Turn To A Wider Range Of Touchpoints Than Ever To Engage Bargain-Hungry, Web-Savvy Shoppers

      Christmas 2011 will see European shoppers more connected, informed, and web-savvy than ever as they head both online and to the high street to find the perfect gift. With overall retail growth...

      • Downloads: 205
    • For Security & Risk Professionals

      Report:Introducing Forrester's Customer IAM Security Maturity Assessment Model

      Gain A Comprehensive View Of The Security Of Your Customer Identity And Authentication Life Cycle

      Customer identity and access management (CIAM) is a high-priority imperative in the age of the customer. If your customers can't register for or log into your website, mobile app, or phone system, or...

      • Downloads: 200
    • For CIO Professionals

      Report:Pioneer Vendors: Reinventing Human-Computer Interaction

      The introduction of the mouse-based graphical user interface (GUI) helped give birth to the modern PC. Similarly, the practical application of multitouch screens in the first-generation Apple iPhone...

      • Downloads: 298
    • For Application Development & Delivery Professionals

      Report:Banking Industry Architecture Network Delivers On Semantic Business Services Specifications

      The BIAN Revisited Series: Part 1

      The Banking Industry Architecture Network (BIAN), a nonprofit organization, has been working on semantic specifications of business services for the banking industry for a couple of years. Just...

      • Downloads: 151
    • For Customer Experience Professionals

      Report:Key Takeaways From Forrester's 2013 Customer Experience Forum West

      CX Leaders Highlight Customer Understanding And Culture

      At Forrester's 2013 Forum For Customer Experience Professionals West in Los Angeles, speakers representing industries ranging from hospitality to windshield repair presented best practices for...

      • Downloads: 257
    • For Marketing Leadership Professionals

      Report:Understand Operational Nuances To Achieve Success With Google Product Listing Ads

      Introduced in late 2012 as a paid model, Google's Product Listing Ads (PLAs) were readily embraced by marketers of all types. Throughout the past year, spend has increased and the number of PLA...

      • Downloads: 156
    • For Marketing Leadership Professionals

      Report:How To Make The Most Of Google Enhanced Campaigns

      In mid-2013, Google introduced Google enhanced campaigns, an update to its AdWords system for pay-per-click ad management. This report explains what marketers should understand about Google enhanced...

      • Downloads: 202
    • For CMO Professionals

      Report:Trends For The B2C CMO To Watch In 2013

      Embrace Digital Innovation To Deliver Compelling Brand Experiences

      2013 will be a unique year for CMOs of consumer-focused companies. They will have to drive their brands to deliver cohesive brand experiences that use digital to augment and extend their engagement...

      • Downloads: 759
    • For eBusiness & Channel Strategy Professionals

      Report:Trends 2014: European Digital Insurance

      Digital Executives Must Lead The Transformation To Digital Business

      Digital disruption has arrived in insurance. Years of slow growth, low consumer trust, and heavy regulation have weakened incumbents. In the meantime, customer expectations have been rising, fuelling...

      • Downloads: 291
    • For Sourcing & Vendor Management Professionals

      Report:Emphasize Flexibility In Telecom And Mobility Services Contract Negotiations To Reduce Risk

      Processes: The Telecommunications And Mobility Sourcing Playbook

      This report is an update to "Emphasize Flexibility In Communications Service Contract Negotiations To Reduce Risk," originally published on October 9, 2012. This updated report outlines Forrester's...

      • Downloads: 176