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.

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20 results in Reports

  • TJ Keitt
  • Past 18 months
  • For Application Development & Delivery Professionals

    Report:The Road To Social Business Transformation Starts With A Burning Platform

    Road Map: The Social Business And Collaboration Playbook

    Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

    • Downloads: 1187
  • For CIO Professionals

    Report:The Social CIO

    Future Look: The Social Business And Collaboration Playbook

    Free access to and sharing of ideas is the hallmark of the digital age. Today, your customers, partners, and employees can share information to form opinions that can affect your business and, on a...

    • Downloads: 1065
  • 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: 286
  • 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: 267
  • For Customer Experience Professionals

    Report:How To Build A Technology Plan That Sustains Employee Engagement

    Technology Should Provide Employees With Freedom To Act On Customer Needs

    Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

    • Downloads: 211
  • 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: 224
  • For Customer Experience Professionals

    Report:Want To Improve Your Customer Experience? Turn To The Cloud

    Cloud Technologies Provide Employees, Partners, And Customers With The Agility They Need

    Technology grounds your customer experience (CX) ecosystem. It's embedded in your products; it facilitates customer understanding; it enhances your channels; and it empowers your employees. But rigid...

    • Downloads: 199
  • 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: 188
  • For Customer Experience Professionals

    Report:Empower Your Employees To Renovate Your Customer Experience Ecosystem

    Tap Workers' Knowledge Of Ecosystem Constituencies To Create New Value

    Building healthy customer experience (CX) ecosystems is challenging because CX executives often don't view customer experience holistically. Fortunately, there are employees in the workplace that can...

    • Downloads: 187
  • 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: 139
  • For Customer Experience Professionals

    Report:Brief: Social Analytics Will Make It Easier For Employees To Respond To Customer Problems

    Innovative Analysis Technologies Help Workers Makes Sense Of Vast Data Repositories

    Businesses' massive data collection efforts have created a massive problem: How can workers find the right data nugget when they need it? The solution, it turns out, may be right under their noses....

    • Downloads: 177
  • 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: 143
  • For Infrastructure & Operations Professionals

    Report:What You Need In A Mobile Collaboration App

    Forrester's Guide For Assessing Cloud Collaboration Vendors' Preparedness For The Mobile Mind Shift

    Helping an increasingly mobile workforce work with customers has been a catalyst for many Forrester clients to move toward cloud collaboration technologies like Box and Google Apps. However, to truly...

    • Downloads: 149
  • 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: 140
  • 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: 146
  • 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: 171
  • 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: 142
  • 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: 108
  • 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: 102
  • 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: 80