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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13 results in Reports

  • TJ Keitt
  • Past 12 months
  • 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: 113
  • 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: 82
  • 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: 130
  • 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: 170
  • 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: 301
  • For CIO Professionals

    Report:Brief: Microsoft Office Crosses The Cloud Rubicon

    The Focus Is On Business Agility, And Here's Why It Matters

    Microsoft used the SharePoint Conference 2014 to forcefully assert that its entire Office portfolio is pivoting to cloud-first development and delivery. Microsoft gave services like Yammer and...

    • Downloads: 209
  • 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: 140
  • For CIO Professionals

    Report:Best Practices For Optimizing Your Migration To A Cloud Collaboration Solution

    Lessons For CIOs Learned From Google Apps And Microsoft Office 365 Customers

    Many organizations are looking to move their on-premises collaboration tool sets into Google Apps or Microsoft Office 365 to take advantage of the benefits of the cloud. However, many technology...

    • Downloads: 351
  • For CIO Professionals

    Report:Market Overview: Microsoft Office 365 Implementation Partner Ecosystem

    Microsoft's Traditional Partners Evolve To Help Clients Chart A Minimally Disruptive Path To The Cloud

    Microsoft Office 365's familiar user interfaces, multiple security certifications, and hybrid cloud/on-premises deployments are a few of the ways Microsoft has made it easier for IT leaders to use...

    • Downloads: 321
  • For CIO Professionals

    Report:Market Overview: Google Apps Implementation Partner Ecosystem

    Google's Nimble, Cloud-First Partners Usher Clients Into Deeper Engagement With Google's Enterprise Offerings

    As enterprises implement Google Apps for Business, CIOs need assistance leading their organizations on the journey into the world of cloud services and cloud-supported devices. Google built a vibrant...

    • Downloads: 247
  • 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: 290
  • For CIO Professionals

    Report:Market Overview: Hosted Collaboration Services Providers

    Alternatives To Google Apps And Microsoft Office 365 Emerge

    Sixty-five percent of IT leaders Forrester recently surveyed said they are interested in or already using software-as-a-service (SaaS) for some portion of their collaboration technology portfolio....

    • Downloads: 415
  • For CIO Professionals

    Report:2016: Google Apps And Office 365

    Content, Mobile Support, And Ecosystems Will Define Success

    Sixty-five percent of software decision-makers tell us they plan to use or already have begun using collaboration software-as-a-service (SaaS). Fueling a lot of this interest is the availability of...

    • Downloads: 607