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

  • For Customer Experience Professionals

    Report: How To Build A Viable B2B Customer Health Assessment

    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 as...

  • For Customer Experience Professionals

    Report: Four Tech Giants Dominate Your Customer Experience

    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 under...

  • For Customer Experience Professionals

    Report: The Top Five Challenges For Mapping B2B Customer Journeys

    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 mappi...

  • For Customer Experience Professionals

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

    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 chatbot...

  • For Application Development & Delivery Professionals

    Report: A Framework For Designing AI-Human Interactions

    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 artif...

  • For CIOs

    Report: It's Time To Take Games Seriously

    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 ...

  • For CIOs

    Report: Demystifying The Mobile Workforce

    Whether at home, on the road, or from an office, work is becoming something people do, not somewhere people go. In fact, 66% of information workers in North America and Europe already work remot...

  • For CIOs

    Report: The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012

    In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers — Box, Cisco System...

  • For CIOs

    Report: Understanding The US Video Game Player

    Video gaming is mainstream — today, 37% of US consumers report that they play video games. These gamers are not just young men but include Baby Boomers and women. Women constitute 49% of g...

  • For CIOs

    Report: The Global Mobile Application Landscape

    Mobile line-of-business applications — such as field service and healthcare apps — are the next wave of mobile applications. While deployment of these apps is further along in North ...

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