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.

TJ Keitt's Research

  • For Customer Experience Professionals

    Report: Customer Collaboration Powers B2B Customer Experience

    Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given acco...

    • Downloads: 243
  • For Customer Experience Professionals

    Report: Brief: Social Analytics Will Make It Easier For Employees To Respond To Customer Problems

    Businesses' massive data collection efforts have created a massive problem: How can workers find the right data nugget when they need it? The solution, it turns out, may be right under their nos...

    • Downloads: 170
  • For Infrastructure & Operations Professionals

    Report: What You Need In A Mobile Collaboration App

    Helping an increasingly mobile workforce work with customers has been a catalyst for many Forrester clients to move toward cloud collaboration technologies like Box and Google Apps. However, to ...

    • Downloads: 142
  • 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: 133
  • For CIOs

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

    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: 516
  • For CIOs

    Report: Deciphering Online Billing Platforms

    The opportunity to serve more than 195 million online adults with goods, content, and services has drawn businesses to the Internet. Building an online product is relatively easy; monetizing it ...

    • Downloads: 901
  • For CIOs

    Report: Helping Information Workers Find The Value In Collaboration Tools

    Content and collaboration (C&C) professionals are helping their businesses deploy a number of tools to keep information workers connected and productive. However, Forrester data consistently sho...

    • Downloads: 901
  • For Security & Risk Professionals

    Report: Aim To Empower The Anytime, Anywhere Workforce

    With two-thirds of the North American and European workforce reporting that they work outside of their corporate office at least occasionally every month, it's imperative that business leaders i...

    • Downloads: 841
  • For CIOs

    Report: Collaboration And Web 2.0 Technology Adoption, Q4 2008

    Firms report on their adoption and implementation of collaboration and Web 2.0 technologies.

    • Downloads: 10
  • For CIOs

    Report: How To Select A Market Research Portal Approach

    Market researchers tell us they want their rich and plentiful research data to permeate their firms — fueling strategic and tactical business decisions. Many market researchers are turning...

    • Downloads: 539
View all of TJ Keitt's Research

Clients who work with TJ Keitt also work with: