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: 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.

  • For Customer Experience Professionals

    REPORT: Now Tech: Customer Experience Consulting Practices, Q2 2018

    Forrester's Overview Of 39 Customer Experience Consultancies

    April 3, 2018TJ Keitt

    You can use customer experience (CX) consultancies to help transform how your business builds, deploys, supports, and justifies new client interactions. But to access these benefits, you'll first need to select from a diverse set of vendors — vendors that vary by size, capabilities, geography, and vertical market focus. CX leaders should use Forrester's Now Tech report to understand the value you can expect from a CX consulting practice and select vendors based on approach and capabilities.

  • For Customer Experience Professionals

    REPORT: Avoid These 14 CX Misconceptions

    March 19, 2018 Rick Parrish, Kelly Price, Ryan Hart, Andrew Hogan, TJ Keitt, Faith Adams, Maxie Schmidt-Subramanian, Samuel Stern

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In this report, we detail the most common misunderstandings and explain how CX professionals can get back on track.

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Date: September 10, 2018
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