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: A Rosetta Stone For Translating CX Priorities Into Digital Realities

    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 lik...

    • Downloads: 78
  • 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 colla...

    • Downloads: 124
  • For Customer Experience Professionals

    Report: Transforming Customer Experience Requires A Service Provider Ecosystem

    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 service...

    • Downloads: 207
  • For Customer Experience Professionals

    Report: Social Businesses Excel At Customer Experience

    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 hal...

    • Downloads: 135
  • For Customer Experience Professionals

    Report: Brief: IBM's New Tools For CX Ecosystem Management

    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 ass...

    • Downloads: 141
  • 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: 1547
  • 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: 1432
  • For Application Development & Delivery Professionals

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

    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 e...

    • Downloads: 1205
  • 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: 1316
  • 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: 1417
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