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Keith Johnston

VP, Group Director

Keith leads Forrester's research group serving the chief marketing officer in the company/brand shift to customer obsession. His team focuses on the most pressing issues for today's CMOs in the age of the customer, including strategy, growth, leadership, business and operational practices, the changing consumer relationship, and technology. The CMO team also leverages its considerable expertise to provide advisory and consulting services to clients.

Previous Work Experience

Keith draws from more than 20 years of experience producing marketing and advertising for some of the world’s biggest brands. He is a multifaceted leader with expertise spanning creative, strategy, media, production, technology, and agency management. Before joining Forrester, Keith was chief operations officer for Austin-based T3, ranked as a top firm in the “The Forrester Wave™: Innovation Agencies, Q4 2014” report. He joined T3 from the San Francisco Bay Area, where he led digital efforts at Butler, Shine, and Stern & Partners for clients such as MINI, Priceline, and Columbia Sportswear. Prior to that, Keith was MullenLowe’s first integrated production executive, spearheading the development of its digital media and interactive creative capability. In addition, Keith has extensive experience in design management, consulting, and leading operational change.

Keith’s early career began as an award-winning artist and director creating broadcast branding for PBS, Discovery, Comcast, and MTV before making the transition to advertising largely in the automotive category, where he produced some of that industry’s first online experiences.

Education

Keith has a BFA from the Savannah College of Art and Design, where he also served as a professor. He was an adjunct professor at George Washington University and Northeastern University, and he has presented at SXSW, Mobile Media Summit, 4As Create Tech, SIGGRAPH, ANA, IxDA, and APPNATION.

Keith leads Forrester's research group serving the chief marketing officer in the company/brand shift to customer obsession. His team focuses on the most pressing issues for today's CMOs in the age of the customer, including strategy, growth, leadership, business and operational practices, the changing consumer relationship, and technology. The CMO team also leverages its considerable expertise to provide advisory and consulting services to clients.

Previous Work Experience

Keith draws from more than 20 years of experience producing marketing and advertising for some of the world’s biggest brands. He is a multifaceted leader with expertise spanning creative, strategy, media, production, technology, and agency management. Before joining Forrester, Keith was chief operations officer for Austin-based T3, ranked as a top firm in the “The Forrester Wave™: Innovation Agencies, Q4 2014” report. He joined T3 from the San Francisco Bay Area, where he led digital efforts at Butler, Shine, and Stern & Partners for clients such as MINI, Priceline, and Columbia Sportswear. Prior to that, Keith was MullenLowe’s first integrated production executive, spearheading the development of its digital media and interactive creative capability. In addition, Keith has extensive experience in design management, consulting, and leading operational change.

Keith’s early career began as an award-winning artist and director creating broadcast branding for PBS, Discovery, Comcast, and MTV before making the transition to advertising largely in the automotive category, where he produced some of that industry’s first online experiences.

Education

Keith has a BFA from the Savannah College of Art and Design, where he also served as a professor. He was an adjunct professor at George Washington University and Northeastern University, and he has presented at SXSW, Mobile Media Summit, 4As Create Tech, SIGGRAPH, ANA, IxDA, and APPNATION.

Keith Johnston's Most Recent Research

Research

The Customer-Obsessed Leader, 2021

Lead People (Employees) To Obsess About People (Customers)

A third of US workers believe their company demonstrates customer obsession in how it develops employees, takes responsibility for customer obsession...

12 min read
Research

Case Study: Navy Federal Credit Union's Great Employee Experience Drives Great CX

The Success Secrets Behind The Leading Company In Forrester's Customer Experience Index
March 17th, 2020 | Keith Johnston, Nick Monroe

Being a repeat leader in Forrester's Customer Experience Index (CX Index™) makes you a company that others want to learn from and emulate. So how does...

10 min read
Research

Predictions 2020: Agencies

The Cumulation Of Many Pressures Forces Agencies To Upgrade

CMOs' demand for higher-performing campaigns and experiences will compel agencies to finally embrace their own transformation. In 2020, agencies will either...

4 min read
Research

Predictions 2020: CMO

CMOs Must Establish A Span Of Control Before Their Purpose And The CMO Title Itself Are Dissolved

It's been 20 years since the digital era transformed the CMO role from a long-term brand-building growth captain to a quarter-disciplined and data-focused...

5 min read
Research

Four Steps To Establish An Innovative Marketing Function

The Strategy Report In The Marketing Innovation Playbook
October 28th, 2019 | Keith Johnston

True marketing innovation focuses on evolving from staid, traditional marketing approaches to a new worldview that prioritizes solving customer problems...

10 min read