Skip to main content
TJ   Keitt

TJ Keitt

Principal Analyst Serving Customer Experience Professionals

TJ serves customer experience (CX) professionals. His research covers B2B customer experience, employee enablement, and customer experience consultancies. As part of his work on B2B CX, TJ leads Forrester’s research on customer success management and helped create Forrester’s B2B Tech CX Index. TJ’s work on employee enablement looks at the organizational structures and technology portfolios needed to help employees deliver outstanding customer experiences. And TJ’s coverage of customer experience consultancies focuses on how these firms build practices to support CX transformations.

Previous Work Experience

TJ has been at Forrester for 12 years. Prior to joining Forrester’s CX team, TJ led Forrester’s coverage of cloud-based collaboration suites like Google’s G-Suite and Microsoft Office 365. He also helped develop the Forrester Analytics Global Business Technographics® Workforce Benchmark Survey.

Before coming to Forrester, TJ was an analyst at a new product development consulting firm, conducting voice-of-the-customer and litigation-related market research for companies across a range of industries.

Education

TJ has a BS in public relations and an MS in applied communication research from Boston University.

TJ Keitt

Principal Analyst Serving Customer Experience Professionals

TJ serves customer experience (CX) professionals. His research covers B2B customer experience, employee enablement, and customer experience consultancies. As part of his work on B2B CX, TJ leads Forrester’s research on customer success management and helped create Forrester’s B2B Tech CX Index. TJ’s work on employee enablement looks at the organizational structures and technology portfolios needed to help employees deliver outstanding customer experiences. And TJ’s coverage of customer experience consultancies focuses on how these firms build practices to support CX transformations.

Previous Work Experience

TJ has been at Forrester for 12 years. Prior to joining Forrester’s CX team, TJ led Forrester’s coverage of cloud-based collaboration suites like Google’s G-Suite and Microsoft Office 365. He also helped develop the Forrester Analytics Global Business Technographics® Workforce Benchmark Survey.

Before coming to Forrester, TJ was an analyst at a new product development consulting firm, conducting voice-of-the-customer and litigation-related market research for companies across a range of industries.

Education

TJ has a BS in public relations and an MS in applied communication research from Boston University.

TJ Keitt's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience

    June 15, 2020TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 250 brands across 14 industries in the US Customer Experience Index (CX Index™). We also examine what, if any, effect COVID-19's early phases had on customer perceptions and discuss how brands can begin building differentiated experiences that build CX equity. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Delight The Right Customers To Build A Successful Business

    June 9, 2020TJ Keitt

    Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business leaders on how the organization is really doing. We analyzed the scores from individual customers of top brands and determined that a small percentage of customers having unusually positive experiences drive a disproportionate amount of business success. This report gives CX pros a method for identifying customers whose positive experiences ensure the business thrives.

  • For Customer Experience Professionals

    REPORT: Fix Business Processes To Improve Customer Experiences

    April 24, 2020TJ Keitt, Rob Koplowitz

    The key to improving customer experience (CX) is improving the processes that support customer journeys. But CX teams often lack any real expertise in business process management. So how can those teams acquire this expertise? This report provides a framework for building organizational structures that bring together CX and business process professionals.

  • For Customer Experience Professionals

    REPORT: Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession

    April 9, 2020 Rick Parrish, TJ Keitt, J. P. Gownder, David K. Johnson, Ted Schadler

    The Coronavirus Aid, Relief, and Economic Security (CARES) Act features nearly $1 trillion in benefits to businesses. How will your company use its share? In this report, we detail six ways that customer-obsessed firms can use the stimulus package to put customers at the center of everything they do.

  • For Customer Experience Professionals

    REPORT: Design Your Customer Success Program To Drive Value For Your Business

    February 5, 2020TJ Keitt

    Robust customer success management (CSM) programs require significant investments in people, business process improvements, and supporting technologies. But how do you fund this effort? The answer to that question depends entirely on what you value in customer success. This report helps customer experience (CX) pros develop customer success funding strategies that will pass muster with top executives.

View all of TJ Keitt's Research

Clients Who Work With TJ Keitt Also Work With:

View all related analysts

Connect

Brief Our Analysts

Upcoming Events

Forum: CX North America

Date: June 16, 2020
Register
View all upcoming events