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 Application Development & Delivery Professionals

    REPORT: Effective Enterprise Collaboration Grows Your Bottom Line

    Business Case: The Enterprise Collaboration Playbook

    January 16, 2018TJ Keitt, Liz Witherspoon

    Business leaders often turn to application development and delivery (AD&D) pros for tools to make the business more collaborative. And AD&D pros oblige, deploying a portfolio of collaboration technologies to facilitate communications and knowledge exchanges. 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: The Five Factors That Supercharge CX Enablement

    Innovate Your Enablement Practices For CX Transformation

    December 26, 2017TJ Keitt, Samuel Stern

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their firms create workplaces that make employees smarter, more agile, and more contextually aware. This report provides a framework for fostering innovative CX enablement practices.

  • 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 Infrastructure & Operations Professionals

    REPORT: Predictions 2018: Employee Experience Powers The Future Of Work

    November 8, 2017 David K. Johnson, J. P. Gownder, Craig Le Clair, TJ Keitt, Andrew Hewitt, Michele Pelino

    Sustained business growth depends on your company's employees being more agile, informed, and responsive. I&O execs and other technology and business leaders responsible for workforce technology and productivity must manage a rapidly changing landscape on multiple fronts — not just technology. This report highlights the key shifts coming to the future of work that will contribute to growth by helping employees improve customers' experiences; it also describes how you should prepare for them in 2018.

  • For Customer Experience Professionals

    REPORT: Five Steps To Enable Customer Experience Delivery

    Establish Your 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.

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