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.

Refine your results

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

18 results in Reports

  • TJ Keitt
  • Past 18 months
  • For Customer Experience Professionals

    Report:Four Things Smart Cloud Companies Know About Customer Experience

    Continuous Improvement: The Customer Experience Ecosystem Playbook

    Upstart companies creating new, exciting digital offerings are disrupting your industry. The successful newcomers draw millions of customers in a short period of time, catching their incumbent...

    • Downloads: 346
  • For Customer Experience Professionals

    Report:Customer Collaboration Powers B2B Customer Experience

    Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth

    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 account,...

    • Downloads: 305
  • For Customer Experience Professionals

    Report:How Companies Master Their Customer Experience Ecosystems

    Benchmarks: The Customer Experience Ecosystem Playbook

    The key to an excellent customer experience (CX) is a well-coordinated customer experience ecosystem. However, the complexity of this network of employees, partners, and customers makes orchestration...

    • Downloads: 270
  • For Customer Experience Professionals

    Report:Transforming Customer Experience Requires A Service Provider Ecosystem

    Processes: The Customer Experience Ecosystem Playbook

    To lead in customer experience (CX), businesses need to operate in new ways to respond to customers' demands and competitive pressures. New technologies, such as mobile devices and cloud services,...

    • Downloads: 272
  • For Customer Experience Professionals

    Report:Can Customer Experience Management Technology Help You Govern CX?

    Tools And Technology: The Customer Experience Ecosystem Playbook

    Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually help CX pros with the difficult...

    • Downloads: 277
  • For Customer Experience Professionals

    Report:Improve Customers' Experience By Improving Employees' Effectiveness

    Technology Vendors Provide A Path For Linking Customers' Success To Employees' Productivity

    The majority of information workers play roles that are critical to customers' success at each stage of the customer life cycle. But businesses have not removed the technical barriers to information...

    • Downloads: 245
  • For Customer Experience Professionals

    Report:Customer Experience Organizations Must Change To Benefit From The Cloud

    Four Transformations Enable Businesses To Build Successful Digital Experiences In The Cloud

    New digital experiences are reshaping how people do everything from hailing a ride to accessing a document and cleaning their teeth. To keep pace with the disruptive upstarts delivering these new...

    • Downloads: 201
  • For Customer Experience Professionals

    Report:B2B Customer Experience Teams Shape CX Design And Delivery

    Six Companies Show The Proactive Role Customer Experience Teams Play In B2B Firms

    Business-to-business (B2B) firms increasingly believe that delivering a good customer experience (CX) is essential to their ability to win, serve, and retain customers. So how are these companies...

    • Downloads: 221
  • For Customer Experience Professionals

    Report:Four Questions That Free Employees To Access Customer Data

    A Guide For Customer Experience Pros Looking To Break Down Information Silos

    The vast majority of the information workforce directly supports customers or helps their organizations understand customers' behavior. But the way that organizations warehouse client data and...

    • Downloads: 150
  • For Customer Experience Professionals

    Report:B2B CX Professionals: Find The Full Range Of B2B Customers

    Customer experience (CX) professionals in business-to-business (B2B) companies have a difficult task: Determine the quality of a customer's experience when the customer is actually multiple...

    • Downloads: 195
  • For Customer Experience Professionals

    Report:How To Spur Collaboration Across Your Customer Experience Ecosystem

    Customer experience (CX) ecosystems thrive on information-fueled collaborations. But the volume of data and the number of people involved in these interactions create barriers to effective...

    • Downloads: 177
  • For Customer Experience Professionals

    Report:Head Off The Coming Retention Crisis In Your Customer-Facing Information Workforce

    Customer Experience Pros Must Help Their Business Build Compelling Experiences For Employees

    Years of sluggish job growth that trapped them in jobs with stagnant wages have killed employees' commitment to their organizations. That's especially true for employees in key customer-oriented...

    • Downloads: 158
  • For Security & Risk Professionals

    Report:Quick Take: Android For Work Upends Multiple Markets

    On February 25, 2015, Google publicly announced its latest functionality updates to the Android OS, titled "Android for Work" (AFW). The efficiency and security improvements delivered by AFW will...

    • Downloads: 153
  • For Customer Experience Professionals

    Report:Brief: IBM's New Tools For CX Ecosystem Management

    The IBM Watson Portfolio Aims To Help CX Professionals Master Their Operating Environment

    In October 2015, IBM held its Insight conference in Las Vegas. Most customer experience (CX) professionals didn't pay attention — but they should have. IBM showed how its emerging data assets...

    • Downloads: 159
  • For Customer Experience Professionals

    Report:Social Businesses Excel At Customer Experience

    Open Information And Knowledge Sharing Help CX Professionals Navigate An Evolving CX Ecosystem

    Customer experience (CX) ecosystems change rapidly. To help their businesses keep pace, CX leaders must help their companies share information and expertise with customers and partners — the...

    • Downloads: 147
  • For Customer Experience Professionals

    Report:A Rosetta Stone For Translating CX Priorities Into Digital Realities

    The Four A's For Ensuring That Customer Experience And Tech Management Teams Speak The Same Language

    Customer experience (CX) professionals know that their businesses need digital experiences to thrive in the post-PC world. The challenge, though, is turning business demands for capabilities like...

    • Downloads: 144
  • For Customer Experience Professionals

    Report:Brief: What Dreamforce 2015 Tells CX Professionals About Connected Experiences

    Connected Experiences Pave The Way To Better Customer Experience Management

    Most customer experience (CX) pros may not have noticed Salesforce's Dreamforce — one of the world's largest software conferences — during the second week of September 2015. But this...

    • Downloads: 123
  • For Customer Experience Professionals

    Report:Ten Ways That The Cloud Can Power Government Customer Experience Innovation

    Cloud services promise to lower tech management operational costs, which entices government agencies in this time of constrained budgets. But the cloud also has the potential to improve government...

    • Downloads: 131