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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: 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.

  • For Customer Experience Professionals

    REPORT: The Top Five Challenges For Mapping B2B Customer Journeys

    June 21, 2017Tony Costa, TJ Keitt

    Customer journey mapping is a popular tool among B2B CX professionals. But the complexity of business relationships can make it difficult for CX pros to properly set up and execute journey mapping efforts. This report helps B2B CX pros overcome the five most common challenges that impede B2B customer journey mapping initiatives.

  • For Customer Experience Professionals

    REPORT: Customer Experience Pros: Keep The AI Bandwagon From Getting Off Track

    Building Compelling AI-Powered Experiences Requires A Four-Tiered Framework

    April 18, 2017TJ Keitt, Rob Koplowitz

    Companies are leaping at the chance to infuse their digital experiences with artificial intelligence (AI). Consider that it took less than a year for developers to build more than 30,000 chatbots for Facebook messenger. But the zeal to embrace this new technology can lead businesses to build experiences that customers find useless. That's why customer experience (CX) pros must help their businesses think through how best to build and deploy an intelligent experience. This report provides CX pros a conceptual framework for thinking through what is necessary for an outstanding AI-powered experience.

  • For Application Development & Delivery Professionals

    REPORT: A Framework For Designing AI-Human Interactions

    Building Compelling Experiences Requires A Multilayered Technology Approach

    March 15, 2017 Rob Koplowitz, TJ Keitt

    We are on the verge of an era in which computers will augment our ability to anticipate, identify, and adapt to changes in our personal and professional lives. The systems that enable such artificial intelligence (AI)-to-human interactions will be complex and require a multilayer architecture for all but the simplest use cases. This report outlines the four main components of AI systems that make this possible. This framework will help application development and delivery (AD&D) professionals get ready to build compelling customer and employee experiences.

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