TJ   Keitt

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

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

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Don't Let Government Derail Your Customer Experience Innovation

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience

    October 2, 2018TJ Keitt, Rick Parrish, Enza Iannopollo

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. This report provides a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are now updating it to reflect new regulatory developments, especially the European Union's General Data Protection Regulation (GDPR).

  • For Customer Experience Professionals

    REPORT: A Customer Success Management Program Is Good For You And Your Clients

    How Customer Success Management Supports Both The Buyer's And Seller's Goals

    September 20, 2018TJ Keitt

    Increasingly, customer experience (CX) professionals at B2B companies have shown interest in helping their businesses build customer success management (CSM) programs. However, skeptical business leaders will want to know the value of making this investment. This report outlines how customer success benefits both businesses and their clients.

  • For Customer Experience Professionals

    REPORT: Q&A: The Top 10 Questions At Journey Mapping Workshops

    What Attendees At Forrester Customer Journey Mapping Workshops Most Want To Know

    June 29, 2018 Joana van den Brink-Quintanilha, TJ Keitt, Alex Causey

    Customer journey mapping continues to be a highly popular tool among customer experience (CX) pros. That's because journey maps help them see through their customers' eyes by visually illustrating customers' processes, needs, and perceptions throughout their relationships with a company. Over the past few years, Forrester has run hundreds of journey mapping workshops. This report outlines the answers to the top 10 questions we get asked in these sessions.

  • For Application Development & Delivery Professionals

    REPORT: Interactive Tool: The Value Of Effective Enterprise Collaboration

    May 22, 2018TJ Keitt, Liz Witherspoon

    Business leaders often turn to application development and delivery (AD&D) pros for tools to make their business more collaborative. And AD&D pros oblige, deploying a portfolio of collaboration technologies to facilitate communications and knowledge exchanges. This interactive tool enables AD&D pros to calculate how collaboration technologies impact employee- and customer-oriented metrics.

  • For Customer Experience Professionals

    REPORT: How To Build A Customer Success Program

    The Five Things You Need To Effectively Deliver Customer Success

    May 16, 2018TJ Keitt

    Many business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report tells CX professionals the five factors they need to have in an effective CSM function.

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