TJ   Keitt

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

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

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

    November 8, 2017 Ryan Hart, TJ Keitt, Joana van den Brink-Quintanilha, Samuel Stern, Jennifer Wise

    CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in companies has dropped precipitously; customers say the way to build their trust is to listen to them more, offer higher-quality products and services, and treat employees better. Misleading and false statements amplified by internet technologies further damage trust. This report examines this trust crisis and predicts how smart companies will respond in 2018.

  • For Customer Experience Professionals

    REPORT: Five Steps To Enable Customer Experience Delivery

    Establish Enablement Practices For CX Transformation

    October 26, 2017TJ Keitt, Samuel Stern

    Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve customers. This is challenging, as it requires organizational, managerial, and technological changes. This report describes how CX professionals can begin the process of enabling workers to deliver the business' intended CX.

  • For Customer Experience Professionals

    REPORT: Advance Customer Experience Enablement Practices

    Focus On Process, Technology, And Collaboration To Advance Employee Enablement

    October 26, 2017TJ Keitt, Samuel Stern

    Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more holistic, self-sustaining initiatives designed to keep pace with changing customer needs. This report lays out how CX transformation leaders can help their businesses advance their CX enablement efforts.

  • For Customer Experience Professionals

    REPORT: How To Build A Viable B2B Customer Health Assessment

    Health Assessments Help B2B CX Pros Link Customer Experience To Business Success

    August 16, 2017TJ Keitt

    Business-to-business (B2B) companies are embracing customer success management to improve customer experience (CX). But how can they prove the efficacy of their efforts? Enter customer health assessments. These evaluations help CX and customer success leaders determine if the experience is helping clients achieve their business goals. This report helps CX pros build an initial health assessment and develop it over time.

  • For Customer Experience Professionals

    REPORT: Four Tech Giants Dominate Your Customer Experience

    Capitalize On The Influence Of Amazon, Apple, Facebook, And Google On Your Customers

    July 26, 2017TJ Keitt

    Alphabet's Google, Amazon, Apple, and Facebook set your customers' expectations for customer experience (CX) because they hold a prominent place in people's lives. CX professionals need to understand what those expectations are and how to use the tools these tech giants provide to meet them. This report explains what the big four teach us about CX and how CX leaders can help their businesses profit from this insight.

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