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.


TJ has a B.S. in public relations and an M.S. in applied communication research from Boston University.

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4240 results in Reports

    • For Application Development & Delivery Professionals

      Report:Brief: The Latest Battleground Between Designers And Developers Is Front-End Development

      The Democratization Of The Front End Creates A Highly Political Environment

      Application development and delivery (AD&D) and customer experience teams are colliding when it comes to front-end development, user experience (UX), and design. Organizations want to bring user...

      • Downloads: 174
    • For Customer Experience Professionals

      Report:Managing Cross-Cultural Customer Experiences

      Use The Six CX Disciplines To Navigate Cross-Cultural Differences

      When navigating cultural differences, companies often trip up by ignoring differences and exaggerating differences. Pitfalls like uneven brand perception and industry or region-specific regulation...

      • Downloads: 229
    • For B2C Marketing Professionals

      Report:Predictions 2016: Media's Unbundling Accelerates

      How TV, Audience Data, And Ad Quality Will Change For Marketers

      The year 2016 will see the process of digitization of the media ecosystem continue apace and addressability will cut across all types of media, accelerating the unbundling of media offering and...

      • Downloads: 295
    • For Enterprise Architecture Professionals

      Report:Brief: The New Economics Of Experimentation

      Sprint Uses Digital Experimentation To Drive Rapid, Customer-Centric Innovation

      Corporate leaders all agree that to excel in the digital economy, innovation must come from every nook and cranny of the enterprise. To deliver on this innovation imperative, enterprise architecture...

      • Downloads: 140
    • For eBusiness & Channel Strategy Professionals

      Report:Use WeChat To Facilitate Cross-Channel Sales And Customer Engagement

      WeChat Is More Than Just A Social Messaging Platform

      WeChat is the world's largest instant messaging (IM) application, with 468 million monthly active users in 200 countries. As such, it's one of the most important international mobile messaging...

      • Downloads: 235
    • For CIO Professionals

      Report:Ranking The Most Agile US Banks

      Banks are burdened with sizable infrastructure, struggle to service traditional and emerging channels, are severely boxed in by increasing compliance demands, and are not particularly nimble —...

      • Downloads: 457
    • For B2B Marketing Professionals

      Report:Metrics That Matter For B2B Marketers

      Revenue Impact Should Top How CMOs Measure Marketing Performance

      CMOs frequently ask Forrester which metrics they should monitor and report. Business-to-business (B2B) CMOs need to do more than measure activities like click-through rates and event attendees; they...

      • Downloads: 1345
    • For CIO Professionals

      Report:Quick Take: CIOs Must Respond To Amazon's Disruptive Cloud

      Amazon's Relentless Pace Continues At re:Invent With Nine New Services

      The Amazon Web Services (AWS) re:Invent 2014 conference is something of an understatement as far as names go. This year's AWS conference was bigger than ever, with more than 13,500 attendees from 63...

      • Downloads: 238
    • For B2B Marketing Professionals

      Report:The Forrester Salesperson Development Tool — Master

      Understanding The Characteristics Of Your Sales Messengers

      Successfully engaging with today's business buyers — from procurement professionals to executive buyers and their teams — requires different combinations of seller competencies. The...

      • Downloads: 24
    • For Security & Risk Professionals

      Report:Quick Take: Proofpoint Acquires Nexgate

      Acquisition Signals A Maturing Social Risk And Compliance Market, But Proofpoint Still Has 'Points To Prove'

      On October 23, 2014, Proofpoint announced that it had acquired social risk and compliance (SRC) vendor Nexgate for approximately $35 million. While smaller than other security or social media vendor...

      • Downloads: 73
    • For Customer Experience Professionals

      Report:Bridge The Gap Between CX Strategy And Digital Customer Experience

      Road Map: The Digital Customer Experience Improvement Playbook

      Even a well-defined customer experience (CX) strategy is no guarantee that your digital CX ambitions will ever see the light of day. While the benefits of good digital CX are clear, internal...

      • Downloads: 539
    • For Infrastructure & Operations Professionals

      Report:The Forrester Wave™: Server-Hosted Virtual Desktops (VDI), Q3 2015

      The Seven Providers That Matter Most And How They Stack Up

      In Forrester's 26-criteria evaluation of server-hosted virtual desktop vendors, we identified the seven most significant software providers — Citrix, Dell, Listeq, Microsoft, Nimboxx, Oracle,...

      • Downloads: 311
    • For eBusiness & Channel Strategy Professionals

      Report:Predictions 2015: Digital Banking Teams Finally Get Serious About Innovation

      How Digital Banking Will Change In 2015 And What Digital Executives And Teams Should Do To Respond

      As digital touchpoints become the primary way bank customers interact and transact with their banks, eBusiness and channel strategy professionals at banks, card issuers, and credit unions need to...

      • Downloads: 731
    • For Infrastructure & Operations Professionals

      Report:Establish The Business Case For I&O Transformation

      Business Case: The I&O Transformation Playbook For 2015

      Your firm's customers, channels, and competitors are digital — which means that your company must use technology to differentiate. That's a chance for I&O leaders to drive innovation that...

      • Downloads: 245
    • For B2B Marketing Professionals

      Report:B2B Marketers Must Step Up To Message Management

      A Strategic Messaging Architecture Helps Marketing And Sales Stimulate, Sustain, And Scale Consistent Communication

      Savvy business-to-business (B2B) marketing leaders know that contextual, relevant content helps their company connect with customers through all the stages of the customer life cycle. But...

      • Downloads: 348
    • For Customer Experience Professionals

      Report:Brief: Spotify Retunes Its User Experience

      What CX Pros Can Learn About Enriching Customer Experience From The Digital Music Service's Redesign

      Digital music service Spotify has been investing large sums in enhancing its customer experience, culminating with a major redesign across multiple platforms, including its iPhone app, on April 2,...

      • Downloads: 187
    • For Enterprise Architecture Professionals

      Report:Is Your Data Management Ready For Systems Of Insight?

      Assessment: The Data Management Playbook

      Systems of insight (SOI) will create a culture where what you do with the data is more important than how you manage it. Enterprise architecture (EA) professionals will need to adopt the core values...

      • Downloads: 298
    • For Sourcing & Vendor Management Professionals

      Report:Forrester's Software Contract Review Checklist

      Sourcing and vendor management professionals can use this checklist tool to zero in on the key issues that most frequently cause compliance problems and contract disputes for our sourcing and vendor...

      • Downloads: 37
    • For B2C Marketing Professionals

      Report:Marketers Need To Acquire Adaptive Skill Sets

      Organization: The Marketing Mix Optimization Playbook

      Most marketers have earned their stripes through corporate work experience and business-school training that takes a top-down linear approach to marketing planning and optimization. Today, winning,...

      • Downloads: 980
    • For Security & Risk Professionals

      Report:Quick Take: EU Gives The General Data Protection Regulation Some Sharp Teeth

      For Firms That Have Never Taken Privacy Seriously, Time Has Run Out

      After a year of waiting, and much speculation, on December 15, the EU Commission, European Parliament, and Council of Ministers of the European Union finally agreed on the shared text of the new EU...

      • Downloads: 110
    • For B2B Marketing Professionals

      Report:Quantify The Business Value Of Sales Enablement Automation

      Sales enablement (SE) automation initiatives must invariably answer the question, "What will we get for our money?" Sales enablement pros who lead these projects must build business cases correctly...

      • Downloads: 168
    • For Security & Risk Professionals

      Report:The Forrester Cost Model For Information Security Effectiveness — Information Security Economics 103: Measuring The Three R's

      Emergency response as a discipline extensively uses the concepts of readiness, response, and recovery — the three R's — to organize and plan efforts. Information security as a similar...

      • Downloads: 46
    • For eBusiness & Channel Strategy Professionals

      Report:Create Mobile Moments With Messaging

      A Guide To Using Mobile Messaging To Engage Customers

      Mobile moments are the new competitive battleground. Mobile messaging creates mobile moments, or the ability to serve your customers proactively in their moment of need. Mobile messaging improves...

      • Downloads: 433
    • For CIO Professionals

      Report:Brief: Huawei Has Strong Infrastructure Offerings And Is Progressing Toward BT

      CIOs juggle the competing objectives of keeping the lights on and delivering business technology (BT) innovation, which is a derivative of time, speed, cost, and alignment with business objectives....

      • Downloads: 59
    • For CIO Professionals

      Report:Brief: A Clear Multicloud Strategy Delivers Business Value

      CIOs Should Embrace The Fact That Their Companies Use And Need More Than One Cloud Provider

      The systems of engagement driving today's business growth often exploit cloud computing to leverage its agility, flexibility, and cost-effectiveness. In isolation, each of these systems may depend on...

      • Downloads: 155