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.

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  • Stephen Powers
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Web Content Management For Digital Customer Experience, Q2 2013

    Adobe Offers A Leading Combination Of Strategy And Resources

    Web content management (WCM) software has evolved from a set of primarily technical tools for website management into broad products and suites that support the imaginations (and needs) of digital...

    • Downloads: 2465
  • For Application Development & Delivery Professionals

    Blog:Four Points To Ponder In A Digitally Disruptive World

    It’s amazing how quickly the world of digital experiences is changing technology, and vice-versa. I’ve covered web content management (WCM) since I joined Forrester in 2006, and that...

    • For Application Development & Delivery Professionals

      Charts & Figures:Multiple Groups Own Digital Experience Technology Budgets

      Business Case: The Digital Experience Delivery Playbook

    • For Application Development & Delivery Professionals

      Blog:Drive Customer Experiences With Better Technology

      The Age of the Customer is upon us and as a result, market leading strategies for mobile, big data, and customer experience are now required to satisfy an increasingly demanding client...

      • For Application Development & Delivery Professionals

        Blog:Developers Hold The Key To Your Business’ Brand

        By now, you all know that in order for your company to win, it needs to be customer obsessed. But how do you support that obsession from a technical standpoint? It takes innovation, and the key to...

        • For Application Development & Delivery Professionals

          Blog:The Great Race to Develop a Digital Experience Delivery Backbone

          “A unified platform for content, community and commerce.” “A complete set of integrated solutions helps you maximize and measure your impact in more ways than ever before.”...

          • For Application Development & Delivery Professionals

            Charts & Figures:Many Roles Contribute To The Business Case

          • For Application Development & Delivery Professionals

            Report:Unify The Digital Experience Across Touchpoints

            Create A Consistent Experience To Engage Customers

            Today's rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fueled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV, goggles...

            • Downloads: 1553
          • For Customer Experience Professionals

            Report:Contextualization

            Delivering Relevant Experiences In The Multichannel World

            Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

            • Downloads: 666
          • For Application Development & Delivery Professionals

            Report:Refocus The Digital Experience Technology Investment Discussion

            Business Case: The Digital Experience Delivery Playbook

            As the age of the customer progresses, the skyrocketing demand for technology for digital experience delivery adds a new twist to justification discussions for tech spending. This means...

            • Downloads: 613
          • For Application Development & Delivery Professionals

            Blog:An Interactive Discussion About Digital Customer Experience Strategies

            Over the past year, we’ve been discussing — through our research and client interactions — the issues involved with digital customer experiences. What’s interesting about this...

            • For Application Development & Delivery Professionals

              Report:Predictions 2015: Digital Experience Delivery Platforms Become Flexible Or Lose Momentum

              Vision: The Digital Experience Delivery Playbook

              Application development and delivery (AD&D) and digital marketers' worlds will collide in 2015. Shared platforms, customer data, budgets, and priorities will emerge within B2C and progressive B2B...

              • Downloads: 261
            • For Application Development & Delivery Professionals

              Charts & Figures:Key Elements Of A Business Technology Business Case

            • For Application Development & Delivery Professionals

              Blog:Podcast: The Intersection of Customer Experience and Business Technology

              As organizations continue their journey in the Age of the Customer, business technology leaders have a challenge ahead of them. As my colleague Harley Manning wrote in his blog earlier this week,...

              • For Application Development & Delivery Professionals

                Blog:Content, Commerce, And The Sitecore News

                In-line editing? Check. Personalization? Check. Testing and optimization? Check. As the web content management market matures, functional differentiators have become tougher to find. One of the...

                • For Application Development & Delivery Professionals

                  Blog:Behind The Scenes Of The WCM Wave For Digital Customer Experience

                  David Aponovich and I recently published a Forrester Wave™ on web content management for digital customer experience. In this videocast, David and I talk about how we did the research that went...

                  • For Application Development & Delivery Professionals

                    Report:The Forrester Wave™: Digital Experience Delivery Platforms, Q3 2014

                    Vendors From A Variety Of Backgrounds Vie To Be More Than A Basket Of Solutions

                    In Forrester's 29-criteria evaluation of digital experience delivery providers, we identified the 13 most significant software vendors — Acquia, Adobe, Demandware, Digital River, HP Autonomy,...

                    • Downloads: 1112
                  • For Application Development & Delivery Professionals

                    Report:Predictions 2014: Digital Experience Delivery Matures With Smart Investment

                    AD&D Should Adjust Priorities To Build And Buy Appropriate Tools

                    Digital experience priorities must quickly evolve to keep up with fast-paced or fickle customer expectations evidenced by adoption patterns for smartphones, Facebook, or Snapchat. Given the frantic...

                    • Downloads: 358
                  • For eBusiness & Channel Strategy Professionals

                    Report:Commerce And Content: The Perfect Couple Or A Tumultuous Affair?

                    Choosing Between eCommerce And Web Content Management Solutions

                    Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

                    • Downloads: 514
                  • For Application Development & Delivery Professionals

                    Blog:Forrester’s First Digital Asset Management (DAM) Wave Uncovers A Market In Transition

                    Guest post by Anjali Yakkundi DAM has long been stuck in the shadow of its more mature enterprise content management (ECM) and web content management (WCM) counterparts. But if our inquiry numbers...

                    • For Application Development & Delivery Professionals

                      Blog:The Revival Of Digital Asset Management

                        This is a guest post from Anjali Yakkundi, a Researcher at Forrester Research. It originally appeared on destinationCRM.    By now, everyone knows that engaging and dynamic customer...

                      • For Application Development & Delivery Professionals

                        Blog:The North Plains/Xinet Acquisition: Not A DAM Game-Changer

                        Guest post from Researcher Anjali Yakkundi North Plains, a legacy pure-play digital asset management (DAM) vendor based out of Toronto, Ontario, announced today that it has agreed to buy fellow...

                        • For Application Development & Delivery Professionals

                          Blog:What Is IT’s Role In Digital Customer Experience Strategies?

                              This is a guest post from Anjali Yakkundi, a researcher serving application development & delivery professionals.  Organizations today often take a broad focus on digital customer...

                          • For Application Development & Delivery Professionals

                            Report:Content And Commerce: The Odd Couple Or The Power Couple?

                            How To Choose Between Using A Web Content Management Solution, An eCommerce Platform, Or Both

                            Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

                            • Downloads: 355
                          • For Application Development & Delivery Professionals

                            Charts & Figures:Sample Investment Cost Categories