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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7 results in Reports

  • TJ Keitt
  • Past 6 months
  • 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: 61
  • 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: 118
  • 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: 204
  • 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: 134
  • 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: 141
  • 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: 180
  • 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: 227