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.


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

    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: 83
  • 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 indi...

    • Downloads: 107
  • For Customer Experience Professionals

    Report: Four Things Smart Cloud Companies Know About Customer Experience

    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 c...

    • Downloads: 254
  • For Customer Experience Professionals

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

    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: 132
  • For Customer Experience Professionals

    Report: Customer Experience Organizations Must Change To Benefit From 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 ne...

    • Downloads: 180
  • 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 ...

    • Downloads: 1542
  • 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...

    • Downloads: 1426
  • 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...

    • Downloads: 1414
  • 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 ...

    • Downloads: 1307
  • 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...

    • Downloads: 1296
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