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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3852 results in Reports

    • For Enterprise Architecture Professionals

      Report:Market Overview: Enterprise Architecture Services 2014

      Navigating A Confusing EA Service Providers Landscape

      Digital business transformation is increasing the demands on enterprise architecture programs. The need to respond to this demand, but not through permanent hiring, is leading some enterprise...

      • Downloads: 190
    • For Customer Insights Professionals

      Report:Create An Evolved Loyalty Strategy, Not Just An Effective Program

      Executive Overview: The Customer Loyalty Playbook

      In the age of the customer, it's more important than ever to engage effectively with your customers — how, when, and where they desire. To do this, customer insights (CI) professionals must...

      • Downloads: 1148
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2013 To 2018 (US)

      ForecastView Spreadsheet

      While online retail sales continue to grow, the impact of the Web on overall retail is much larger. With the proliferation of smartphones, the large installed base of tablets, and general...

      • Downloads: 19
    • For Security & Risk Professionals

      Report:Role Job Description: Identity And Access Management Architect

      Organization: The Identity And Access Management Playbook

      For security and risk (S&R) executives building a comprehensive identity and access management (IAM) strategy for their digital business, this report provides an overview of the skills, job...

      • Downloads: 129
    • For eBusiness & Channel Strategy Professionals

      Report:The New Paradigm Of Retail

      Vision: The Retail eCommerce Playbook

      Omnichannel and agile commerce promise to change the offers that retailers provide and the ways in which consumers buy; as a result, the look and feel of retail is certain to change in lockstep. All...

      • Downloads: 3843
    • For CMO Professionals

      Report:CMOs Must Lead The Brand Experience

      Twenty-first century brands are grappling to maintain their traditional sources of competitive advantage in the age of the customer — a world in which the companies that take an obsessive...

      • Downloads: 581
    • For Application Development & Delivery Professionals

      Report:Whiteboard Applications Meld Presentation With Collaboration

      The Resurgence Of Software And Hardware To Create Natural Interaction Using Large Touchscreens And Infinite Whiteboards

      PowerPoint is a valuable tool, but tends to be overused and sometimes is just not the right tool for the job. When presentation meets collaboration, whiteboard applications may provide a far more...

      • Downloads: 85
    • For Application Development & Delivery Professionals

      Report:Strategic Rightsourcing Application Portfolio Analysis Tool

      This an update to the portfolio analysis tool of the same name originally issued to clients on May 11, 2011. This portfolio analysis tool is based on Forrester's strategic rightsourcing...

      • Downloads: 71
    • For B2C Marketing Professionals

      Report:How To Start Bridging The Mobile Monetization Gap

      Use Mobile Engagement To Extend Existing Business Models

      Facebook, Groupon, Pandora, Path, Rovio, and Twitter are companies that get a lot of media or investor attention and have a common denominator: Each has a large mobile audience but an unproven...

      • Downloads: 673
    • For Application Development & Delivery Professionals

      Report:Design Your Contact Center From The Outside In

      Strategic Plan: The Contact Centers For Customer Service Playbook

      As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

      • Downloads: 1249
    • For B2C Marketing Professionals

      Report:Forrester Research Social Media Forecast, 2014 To 2019 (Western Europe)

      ForecastView Spreadsheet

      Total social media advertising spending within the 17 Western European countries covered in this forecast is expected to reach €4.3 billion by 2019, up from €2.6 billion in 2014, growing at...

      • Downloads: 6
    • For Application Development & Delivery Professionals

      Report:Benchmark Against Best Practices To Optimize CRM Performance

      Benchmarks: The CRM Playbook

      To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

      • Downloads: 443
    • For Customer Experience Professionals

      Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

      Google Nexus and Microsoft Surface Force OEMs To Up Their Games

      Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

      • Downloads: 278
    • For Security & Risk Professionals

      Report:Top 15 Trends S&R Pros Should Watch: Q2 2013

      From frantic security operations problems to the changing threat landscape, CISOs, senior security leaders, and other IT risk management leaders consistently have trouble keeping up with key trends...

      • Downloads: 942
    • For Infrastructure & Operations Professionals

      Report:Instill A Systems Engineering Culture Across Dev And Ops

      A Deep Dive Into Highly Effective DevOps Habit No. 5

      IT applications have a high tendency to become entropic — they easily become unreliable, inflexible, and cost far too much to maintain. Thus, infrastructure and operations (i.e., Ops)...

      • Downloads: 350
    • For B2B Marketing Professionals

      Report:Demand Insights: The SMB Software Market 2015

      SMB Software Adoption Reflects Customer Obsession

      The small and medium-size (SMB) market's laggard adoption of technology can be vexing to B2B marketing professionals. But SMBs are responding to the easing of the credit crunch with investment plans...

      • Downloads: 160
    • For Infrastructure & Operations Professionals

      Report:Predictions 2015: Infrastructure & Operations Prioritizes Pursuing The BT Agenda

      I&O's Key Agenda Requires Evolutionary Changes

      In 2014, the role of the infrastructure and operations (I&O) professional has been reshaped by trends like social, mobile, Agile, and cloud — but it's time to get ready for what's around the...

      • Downloads: 309
    • For Sourcing & Vendor Management Professionals

      Report:SVM's New Stakeholder: Product Development

      Changes In Product Development Provide An Opportunity For Sourcing Professionals To Move To The Heart Of The Business

      Product development teams are faced with a myriad of pressures caused by the pervasiveness of technology, increased competition, and new requirements from customers. But at the same time, they are...

      • Downloads: 246
    • For eBusiness & Channel Strategy Professionals

      Report:Polishing Up Your Products — Why PIM Really Matters

      Telling A Consistent And Engaging Product Story Is Imperative

      For decades, product data has been the lifeblood of many large enterprises. Now, in the age of the customer, eBusiness leaders and marketers are critically reliant not only on their product data, but...

      • Downloads: 212
    • For B2C Marketing Professionals

      Report:Create Marketing Your Customers Can Use

      How To Infuse Marketing Programs With Usefulness

      Half of US online adults are always addressable, meaning that they personally use at least three Internet-connected devices and access the Web multiple times per day from multiple physical locations....

      • Downloads: 383
    • For CMO Professionals

      Report:How To Deliver A New Brand Experience

      Many companies are well on their way to delivering a top-notch brand experience for their demanding customers. CMO and marketing leadership professionals can learn from the experiences and processes...

      • Downloads: 635
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Readiness Index: eCommerce, 2014

      ForecastView Spreadsheet

      Forrester's eCommerce Readiness Index (FRI) assesses 25 variables that give insights into 55 global markets. While there is no universal tool in selecting expansion opportunities, the Forrester...

      • Downloads: 6
    • For CIO Professionals

      Report:Design Your Organization To Take Control Of Your Customer Data

      Part Two In A Two-Part Series On Designing Your Data Organization

      As firms try to ramp up their data capabilities to make the best use of their customer data, they are finding a lot wrong with the state of their organization. They lack the skills and knowledge they...

      • Downloads: 231
    • For Application Development & Delivery Professionals

      Report:CRM Success Hinges On Effective Change Management

      Continuous Improvement: The CRM Playbook

      To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

      • Downloads: 468
    • For Enterprise Architecture Professionals

      Report:The Forrester Wave™: BPM Suites, Q1 2013

      How The Top 10 Vendors Stack Up For Next-Generation BPM Suites

      In Forrester's 59-criteria evaluation of business process management (BPM) suite vendors, we identified the 10 most significant software providers in the category — Appian, Bizagi, Cordys,...

      • Downloads: 1677