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.

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25 results in Reports

  • TJ Keitt
  • Tech Sector Economics
  • For Customer Experience Professionals

    Report:How Collaboration Improves Customer Experience

    Fifty-seven percent of today's information workers — those who use a computer at least 1 hour per day — regularly communicate with colleagues inside their organization, business partners,...

    • Downloads: 486
  • For CIO Professionals

    Report:Brief: Microsoft Office Crosses The Cloud Rubicon

    The Focus Is On Business Agility, And Here's Why It Matters

    Microsoft used the SharePoint Conference 2014 to forcefully assert that its entire Office portfolio is pivoting to cloud-first development and delivery. Microsoft gave services like Yammer and...

    • Downloads: 345
  • For CIO Professionals

    Report:Market Overview: Hosted Collaboration Services Providers

    Alternatives To Google Apps And Microsoft Office 365 Emerge

    Sixty-five percent of IT leaders Forrester recently surveyed said they are interested in or already using software-as-a-service (SaaS) for some portion of their collaboration technology portfolio....

    • Downloads: 529
  • For CIO Professionals

    Report:2016: Google Apps And Office 365

    Content, Mobile Support, And Ecosystems Will Define Success

    Sixty-five percent of software decision-makers tell us they plan to use or already have begun using collaboration software-as-a-service (SaaS). Fueling a lot of this interest is the availability of...

    • Downloads: 866
  • For Infrastructure & Operations Professionals

    Report:Unified Communications And Collaboration Is Poised For Growth As Demand Rises

    I&O professionals choosing unified communications and collaboration (UC&C) solutions today face a daunting array of solution types, capabilities, and business models. This report outlines a...

    • Downloads: 770
  • For CIO Professionals

    Report:Helping Information Workers Find The Value In Collaboration Tools

    Forrester's Convenience Quotient Weighs The Benefits And Drawbacks Of Tools To Predict What Technologies Employees Will Use

    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 shows...

    • Downloads: 913
  • For CIO Professionals

    Report:Framing The Business And IT Impact Of Mobile And Remote Work

    Business Leaders Must Focus On People, Technologies, And Facilities Management

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

    • Downloads: 743
  • For CIO Professionals

    Report:The Enterprise 2.0 User Profile: 2011

    A Small, Technically Savvy Group Leverages Publicly Available Social Software To Enhance Their Efficiency And Productivity At Work

    Enterprise 2.0 is a hot topic as business executives and IT leaders seek ways to bring social technologies into their business. But hype aside, are we close to seeing a social revolution in business?...

    • Downloads: 672
  • For CIO Professionals

    Report:The State Of Workforce Technology Adoption: US Benchmark 2011

    How US Information Workers Adopt And Use Technology

    This report is a graphical analysis of Forrester's Q2 2011 US Workforce Technology And Engagement Online Survey of 4,985 US information workers. Armed with this baseline data from every US industry,...

    • Downloads: 907
  • For CIO Professionals

    Report:Does Your IT Department Support The Needs Of The Mobile Workforce?

    An IT Support Report Card On Employee Mobile, Social, And Collaboration Tools

    In 2016, Forrester projects that 63 million US information workers will telecommute at least part-time. Our recent survey of 4,985 US information workers indicates we're well on our way to hitting...

    • Downloads: 814
  • For CIO Professionals

    Report:The State Of Collaboration Software Implementations: 2011

    Businesses Still Mainly Use Collaboration Tools To Reduce Travel Costs

    Businesses large and small are continuing to invest in a range of collaboration technologies. While vendors promise that these technologies can solve a range of business problems, most content and...

    • Downloads: 969
  • For CIO Professionals

    Report:Portrait Of A Government Information Worker

    Governments Are Playing Catch-Up In Terms Of Mobility And Collaboration

    North American and European governments are striving for efficiency, openness, and responsiveness as their constituencies increasingly organize and mobilize using social technologies. However,...

    • Downloads: 587
  • For CIO Professionals

    Report:Information Workers Are Not Quite Ready For Desktop Videoconferencing

    Spurring Adoption Requires Management Advocacy And Concrete Use Cases

    Videoconferencing technology promises contextual communications over distance. One type — desktop video — is gaining traction because it can provide access to visual communication to more...

    • Downloads: 403
  • For CIO Professionals

    Report:What Technology Populism Means For Tech Marketers

    Information Workers Flex Muscles As Business Tech Decision-Makers

    Technology Populism — information workers provisioning technology outside of IT's auspices — is a topic of great interest to both technology vendors and IT departments. But is it more...

    • Downloads: 392
  • For CIO Professionals

    Report:Business Web 2.0 Buyer Profile: 2010

    Web 2.0 Technologies Find Internal And External Roles In Firms

    Business leader interest in Web 2.0 technologies has led software vendors of all stripes to add social layers to their applications. Sixty-five percent of firms have adopted at least one Web 2.0...

    • Downloads: 599
  • For CIO Professionals

    Report:The State Of Collaboration Software Adoption

    Firms Continue To Turn To Collaboration Software After Recession

    Collaboration software adoption grew during the recessionary years of 2008 and 2009, and we anticipate this continuing. Why? Changes in how businesses work internally and with their customers and...

    • Downloads: 969
  • For CIO Professionals

    Report:The Enterprise 2.0 User: Harbinger Of The Future Of Workplace Collaboration

    Vendors Should Prepare For An Empowered, Mobile, And Collaborative Workforce

    Business leaders' increased interest in enterprise 2.0 technology has spurred collaboration software vendors of all stripes to roll out social applications in their suite of tools. Despite this...

    • Downloads: 1059
  • For CIO Professionals

    Report:Gen Y Won't Change Workplace Collaboration; Better Integrated Tools Will

    Demystifying The Myth Of A Gen-Y-Led Workplace Revolution

    Gen Yers in the US workforce, those between the ages of 18 and 29, are a confounding phenomenon. Some employers see their self-assured, authority-wary ways as a detriment to business while others see...

    • Downloads: 577
  • For CIO Professionals

    Report:Making The SaaS And Collaboration Marriage Work

    A Framework For Collaboration SaaS Vendors To Capitalize On The Channel

    Finding collaboration and Web 2.0 technologies to facilitate collaboration between employees and partners is a top business priority. How technology enters businesses is changing as business leaders...

    • Downloads: 725
  • For CIO Professionals

    Report:The Real Value Of Virtual Worlds

    A Guide For Hooking Business Customers And Partners With This New Technology

    From the point of view of most business leaders, the utility of virtual worlds in business is not apparent. Heretofore, virtual world vendors have not done a particularly good job articulating the...

    • Downloads: 622
  • For CIO Professionals

    Report:Demand Insights: The Global Collaboration Market Is Flat

    Universal Business Needs Make Collaboration Tools Important Globally

    Universal business concerns about keeping employees and partners on the same page and productive in an increasingly stratified business environment have business leaders around the world scrambling...

    • Downloads: 507
  • For CIO Professionals

    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 CIO Professionals

    Report:Demand Insights: Collaboration Market Healthy Despite Slumping Economy

    Although 2009 is shaping up to be a tough year for technology vendors, the collaboration market is proving to be vibrant. The tough economy is forcing companies to restrict travel while keeping...

    • Downloads: 486
  • For CIO Professionals

    Report:SMB Interest In Mobile Applications Corresponds With Enterprises

    According to a recent Forrester survey, 53% of North American and European SMB IT decision-makers are prioritizing mobility support-tracking, which slightly lags behind the percentage of enterprises...

    • Downloads: 434
  • For CIO Professionals

    Report:It's Time To Take Games Seriously

    Video Games Provide An Effective Way To Reach Customers And Employees

    Serious gaming, or the use of games and gaming dynamics for non-entertainment purposes, is poised to take off thanks to the rise of Technology Populism, the greening of IT, and the emergence of the...

    • Downloads: 1549