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TJ   Keitt

TJ Keitt

Principal Analyst Serving Customer Experience Professionals

TJ serves customer experience (CX) professionals. His research covers B2B customer experience, employee enablement, and customer experience consultancies. As part of his work on B2B CX, TJ leads Forrester’s research on customer success management and helped create Forrester’s B2B Tech CX Index. TJ’s work on employee enablement looks at the organizational structures and technology portfolios needed to help employees deliver outstanding customer experiences. And TJ’s coverage of customer experience consultancies focuses on how these firms build practices to support CX transformations.

Previous Work Experience

TJ has been at Forrester for 12 years. Prior to joining Forrester’s CX team, TJ led Forrester’s coverage of cloud-based collaboration suites like Google’s G-Suite and Microsoft Office 365. He also helped develop the Forrester Analytics Global Business Technographics® Workforce Benchmark Survey.

Before coming to Forrester, TJ was an analyst at a new product development consulting firm, conducting voice-of-the-customer and litigation-related market research for companies across a range of industries.

Education

TJ has a BS in public relations and an MS in applied communication research from Boston University.

TJ Keitt

Principal Analyst Serving Customer Experience Professionals

TJ serves customer experience (CX) professionals. His research covers B2B customer experience, employee enablement, and customer experience consultancies. As part of his work on B2B CX, TJ leads Forrester’s research on customer success management and helped create Forrester’s B2B Tech CX Index. TJ’s work on employee enablement looks at the organizational structures and technology portfolios needed to help employees deliver outstanding customer experiences. And TJ’s coverage of customer experience consultancies focuses on how these firms build practices to support CX transformations.

Previous Work Experience

TJ has been at Forrester for 12 years. Prior to joining Forrester’s CX team, TJ led Forrester’s coverage of cloud-based collaboration suites like Google’s G-Suite and Microsoft Office 365. He also helped develop the Forrester Analytics Global Business Technographics® Workforce Benchmark Survey.

Before coming to Forrester, TJ was an analyst at a new product development consulting firm, conducting voice-of-the-customer and litigation-related market research for companies across a range of industries.

Education

TJ has a BS in public relations and an MS in applied communication research from Boston University.

TJ Keitt's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: Effective Enterprise Collaboration Grows Your Bottom Line

    Business Case: The Enterprise Collaboration Playbook

    November 13, 2020TJ Keitt, Liz Witherspoon

    Application development and delivery (AD&D) pros deploy a broad portfolio of collaboration technologies to facilitate communications and knowledge exchanges. Supporting remote work during the COVID-19 pandemic has only accelerated their efforts. But does this improve collaboration? And does this help the business thrive? This report helps AD&D pros link improvements in collaboration to employee- and customer-oriented metrics. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: Now Tech: Customer Experience Strategy Consulting Practices, Q3 2020

    Forrester's Overview Of 24 Customer Experience Strategy Consulting Practices

    September 29, 2020TJ Keitt

    You can use customer experience (CX) strategy consulting to identify customer problems, develop a plan to profitably solve those problems, and build the necessary CX infrastructure. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, capability, geography, and vertical market focus. CX professionals should use this report to understand the value they can expect from a customer experience strategy consulting practice and to select one based on size and capability.

  • For Customer Experience Professionals

    REPORT: Now Tech: Employee Experience Consulting Practices, Q3 2020

    Forrester's Overview Of 28 Employee Experience Consulting Practices

    September 2, 2020TJ Keitt, Angelina Gennis

    You can use employee experience (EX) consulting practices to improve employee engagement with the business, improve customer experience (CX), and improve overall business performance. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, capability, geography, and vertical market focus. Employee experience professionals should use this report to understand the value they can expect from an EX consulting practice and to select one based on size and capability.

  • For Customer Experience Professionals

    REPORT: The US Banking Customer Experience Index, 2020

    How US Banks Earn Loyalty With The Quality Of Their Experience

    September 1, 2020 Gina Bhawalkar, TJ Keitt, Sam Karpinski

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and credit unions and nine direct banks that we analyzed as part of Forrester's US Customer Experience Index (CX Index™). We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals at banks can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The Business Case For Customer Success Management

    How To Develop An ROI Model For Customer Success Programs

    August 25, 2020TJ Keitt, Sarah Musto

    Customer success management (CSM) is a vital business capability. This, however, doesn't make it simple to get these programs off the ground or to maintain them during times of crisis. To do that, customer experience (CX) professionals need to build a business case for CSM. This report helps CX pros build that case.

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Webinar: How To Apply The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020

Date: January 12, 2021
Time: 11:00 AM-12:00 PM Eastern Standard Time
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