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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 Customer Experience Professionals

    REPORT: Fix Business Processes To Improve Customer Experiences

    April 24, 2020TJ Keitt, Rob Koplowitz

    The key to improving customer experience (CX) is improving the processes that support customer journeys. But CX teams often lack any real expertise in business process management. So how can those teams acquire this expertise? This report provides a framework for building organizational structures that bring together CX and business process professionals.

  • For Customer Experience Professionals

    REPORT: Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession

    April 9, 2020 Rick Parrish, TJ Keitt, J. P. Gownder, David K. Johnson, Ted Schadler

    The Coronavirus Aid, Relief, and Economic Security (CARES) Act features nearly $1 trillion in benefits to businesses. How will your company use its share? In this report, we detail six ways that customer-obsessed firms can use the stimulus package to put customers at the center of everything they do.

  • For Customer Experience Professionals

    REPORT: Design Your Customer Success Program To Drive Value For Your Business

    February 5, 2020TJ Keitt

    Robust customer success management (CSM) programs require significant investments in people, business process improvements, and supporting technologies. But how do you fund this effort? The answer to that question depends entirely on what you value in customer success. This report helps customer experience (CX) pros develop customer success funding strategies that will pass muster with top executives.

  • For Customer Experience Professionals

    REPORT: Every Business Should Master Customer Success Management To Boost Customer Loyalty

    Customer Success Management Ensures Customers Get Value

    October 17, 2019TJ Keitt

    Because customer success management (CSM) was first developed at B2B software-as-a-service (SaaS) companies, many customer experience (CX) pros believe it only applies to a subset of businesses. This is not true. CSM's mission — ensure the customer gets value — is important to all businesses. This brief helps CX pros understand the basic tenets of the discipline and how to apply them to any business.

  • For Customer Experience Professionals

    REPORT: A Good Customer Experience Requires Workers To Be Digitally Enabled

    The Tools Workers Use To Serve Customers Must Be Factored Into Experience Design

    October 3, 2019TJ Keitt

    Business leaders often overlook a critical component of good customer experience (CX): properly enabled employees. As a result, businesses haphazardly deploy technology to their workforces with little understanding of how the tech affects pivotal customer journeys. This report helps CX pros align employee-facing technology to customer experiences, ensuring both employee and customer satisfaction.

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