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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4049 results in Reports

    • For eBusiness & Channel Strategy Professionals

      Report:Develop A Data-Driven Digital Business

      Short-Sighted Analytics Are Hindering Digital Leaders

      Forrester's digital maturity model defines measurement as one of the four key pillars of transformation, yet too many eBusiness professionals lack the customer-centric, cross-touchpoint insight...

      • Downloads: 366
    • For Sourcing & Vendor Management Professionals

      Report:Brief: Dimension Data Pivots To Offer Cloud Services In Asia Pacific

      While Systems Integration Remains A Core Part Of Its Business In AP, Dimension Data Is Getting Ready For The Cloud Era

      Four years ago, the Nippon Telegraph and Telephone (NTT) Group acquired Dimension Data. Since the acquisition, there has been some confusion over how Dimension Data will coexist with other NTT...

      • Downloads: 99
    • For eBusiness & Channel Strategy Professionals

      Report:Recruit And Retain Top Digital Talent

      Digital skills are in massive demand. eBusiness professionals in end user firms like retailers and banks are struggling to recruit and retain the brightest digital talent. The lure of startups,...

      • Downloads: 292
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Contract Life-Cycle Management, 2014

      CLM Becomes A Chameleon As It Links With Other Apps

      Every business or government has contracts with customers, suppliers, or other partners. Contract life-cycle management (CLM) software helps firms create, manage, and achieve maximum value from these...

      • Downloads: 571
    • For eBusiness & Channel Strategy Professionals

      Report:Your Customers Will Not Download Your App

      Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

      Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

      • Downloads: 469
    • For eBusiness & Channel Strategy Professionals

      Report:Put Money Management At The Heart Of Digital Banking

      Vision: The Digital Money Management Playbook

      Digital money management capabilities have significantly progressed since the early days of account aggregation. But robust customer adoption has proved to be elusive for many firms. Unfortunately...

      • Downloads: 408
    • For Enterprise Architecture Professionals

      Report:Brief: Pegasystems Makes Headway Into Front Office

      Process Platform And Solution Frameworks Shift To Focus On Customer And Employee Engagement

      Pegasystems is well known as the provider of a solid business process management platform — bringing sophisticated, if complex, capabilities to the back-office processes of their customers. At...

      • Downloads: 182
    • For eBusiness & Channel Strategy Professionals

      Report:How Ecosystems Fuel Digital Business

      How To Harness Digitally Connected Ecosystems To Create Scalable Customer Value

      Digital ecosystems are accelerating the pace at which firms can innovate and deliver products and services. Ecosystem-enabled businesses, like Airbnb, Lending Club, and Uber, have emerged and...

      • Downloads: 193
    • For B2C Marketing Professionals

      Report:In-Stream Audio Advertising

      Expand Your Buys, Extend Your Reach, And Get Advertising Traction On Mobile

      In-stream audio is an attractive medium, as it offers a unique user experience supported by targeted reach and guaranteed impressions to support brand goals. In-stream audio advertising is a...

      • Downloads: 338
    • For CIO Professionals

      Report:New Organizational Models Of IT Balance Efficiency With Responsiveness

      To redesign an IT organization, you need to know the potential organizational models, their pros and cons, and how they would meet the needs of your organization. Fortunately, there are a relatively...

      • Downloads: 1261
    • For Customer Insights Professionals

      Report:Brief: Demystifying Real-Time Interaction Management

      Anchor Your Contextual Marketing Engine With This System Of Engagement

      Customer obsession requires marketers to rethink campaigns and instead deliver self-perpetuating cycles of insight-driven interactions. We believe that firms will assemble contextual marketing...

      • Downloads: 263
    • For Customer Experience Professionals

      Report:How To Solve The CX Technology Puzzle

      Tools And Technology: The Customer Experience Ecosystem Playbook

      Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making based...

      • Downloads: 571
    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Mobile Banking, 2015

      Landscape: The Mobile Banking Strategy Playbook

      Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks worldwide. We expect mobile...

      • Downloads: 296
    • For CIO Professionals

      Report:Technology Management In The Age Of The Customer: China

      Three Major Routes For Chinese Organizations

      Empowered customers are disrupting every industry, and CIOs in China need to clearly understand what technology management challenges they face in the age of the customer. This report helps Chinese...

      • Downloads: 100
    • For Enterprise Architecture Professionals

      Report:Brief: The Wrong Way And The Right Way To Transform EA

      Inside-Out Plans Lead To Frustration And Failure

      Enterprise architecture (EA) leaders often look at their program and realize that it's not working the way they hoped. Perhaps they have been relegated to a policing role or a checklist item. Or they...

      • Downloads: 186
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: IT Services In China, 2013

      Businesses Now Have More Options To Drive Competitive Differentiation In China

      China has entered a new phase of economic development, driven by government focus on expanding the domestic market. This transition will have a significant impact on private and public organizations...

      • Downloads: 393
    • For eBusiness & Channel Strategy Professionals

      Report:Digital Financial Services Teams Should Embrace Game Mechanics

      Digital teams at financial services firms have been slower than digital teams in other industries to adopt game mechanics. But the success of game mechanics in sectors like airlines and education has...

      • Downloads: 552
    • For Customer Insights Professionals

      Report:The Forrester Wave™: Customer Insights Services Providers, Q4 2015

      How 11 Vendors Compare Against Two Buying Scenarios

      We identified 11 significant customer insights (CI) services providers — Acxiom, Ansira, Epsilon, Experian Marketing Services, Harte Hanks, Merkle, Precision Dialogue, Rapp, Targetbase,...

      • Downloads: 144
    • For Application Development & Delivery Professionals

      Report:Assess The Capabilities And Impact Of Your Social Business And Collaboration Toolkit

      Assessment Framework: The Social Business And Collaboration Playbook

      Companies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and...

      • Downloads: 721
    • For B2C Marketing Professionals

      Report:The Time Is Right For Email Innovation

      Road Map: The Email Marketing Playbook

      There's no doubt about it: Contextual marketing will reorient the role that email plays in your digital marketing toolkit. But marketing leaders need not abandon existing email campaigns in the name...

      • Downloads: 270
    • For Infrastructure & Operations Professionals

      Report:From Singapore To Tokyo: Choosing A Data Center Location In Asia Pacific

      Use A Structured Approach To Select The Site That Best Meets Your Needs

      Asia Pacific-based organizations and multinational corporations (MNCs) entering the region are fueling demand for data center resources, space, and power. A number of factors are accelerating this...

      • Downloads: 189
    • For B2C Marketing Professionals

      Report:Organize For Mobile Marketing Success

      Organization: The Mobile Marketing Playbook

      Marketing teams are expanding their use of mobile across functional, geographic, and brand boundaries, and the mobile vendor ecosystem is still fragmented and increasingly convoluted. The result?...

      • Downloads: 600
    • For B2C Marketing Professionals

      Report:The Forrester Wave™: Digital Agencies In China — Strategy And Execution, Q1 2015

      The Eight Agencies That Matter Most And How They Stack Up

      In Forrester's 30-criteria evaluation of the strategy and execution capabilities of digital agencies in China, we identified the eight most significant agencies — BlueDigital, Isobar,...

      • Downloads: 185
    • For B2C Marketing Professionals

      Report:Forrester Research Interactive Marketing Forecast By Industry, 2012 To 2017 (US)

      ForecastView Spreadsheet

      Company spending on interactive marketing spending segmented by industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid search, SEO,...

      • Downloads: 18
    • For Infrastructure & Operations Professionals

      Report:Horizon 2025: The Road To Technology Management

      Executive Overview: The I&O Transformation Playbook

      As technology matured and brought new capabilities to customers, business support evolved from the simple administration of enterprises' finances and production to the administration of sales to...

      • Downloads: 287