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.

Refine your results

Date Range





Market Imperatives




4205 results in Reports

    • For Application Development & Delivery Professionals

      Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

      The Technology Arrives, But Does It Improve The Customer Experience?

      Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

      • Downloads: 475
    • For CIO Professionals

      Report:US Government Spending And The BT Agenda

      Federal BT Spending Slightly Lags Private Sector BT Spending

      Government agencies at federal, state, and local levels are expanding their technology management agendas beyond infrastructure management and internal operations (i.e., IT) to include greater...

      • Downloads: 173
    • For CIO Professionals

      Report:Quick Take: Impressions From CeBIT 2014

      Although much of the thunder was stolen by the Mobile World Congress in Barcelona and SXSW Interactive Festival in Austin, Texas, earlier this month, the CeBIT 2014 trade show in Hannover still...

      • Downloads: 120
    • For Security & Risk Professionals

      Report:TechRadar™: Zero Trust Network Threat Mitigation Technology, Q1 2015

      Road Map: The Security Architecture And Operations Playbook

      Not a week goes by without news of network attacks and stolen data. Consumers routinely undergo the stress of fraudulent charges or compromised credit cards. Digital businesses lose millions in...

      • Downloads: 649
    • For B2C Marketing Professionals

      Report:Brief: Airlines Must Embrace Mobile Moments To Differentiate

      Smart Airlines Are Building Competitive Advantage By Crafting High-Value Mobile Moments Throughout Their Customers' Journeys

      Mobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battleground for airlines. While Chinese travelers are rapidly embracing mobile moments, most...

      • Downloads: 76
    • For Enterprise Architecture Professionals

      Report:The Platform Explosion: Harness It Or Lose Agility

      Job No. 1 For EA Pros: Don't Let Complexity Kill Responsiveness

      The neat boundary between platforms and applications is gone, resulting in a spike in the number of software platforms in the average enterprise. Vendors of all types — SaaS providers, systems...

      • Downloads: 152
    • For CIO Professionals

      Report:Hot Emerging Indian BT Vendors To Watch In 2015

      India-Based Firms Are Emerging As Sources Of Business Technology Innovation

      CIOs across the globe have a great opportunity to digitally transform their firms' business by building a business technology (BT) agenda to deliver targeted customer value faster, better, and...

      • Downloads: 147
    • For eBusiness & Channel Strategy Professionals

      Report:Digital User Behaviors Are Driving Digital Goods Growth

      ForecastView Document

      Forrester recently updated its online retail sales forecast to show continued growth in digital goods in Western Europe. The compound annual growth rates from 2013 to 2018 for online sales in music,...

      • Downloads: 28
    • For CIO Professionals

      Report:Mobile Becomes A Key Success Imperative For CIOs

      Forrester Survey Data Highlights The Urgency For The CIO To Complete The Mobile Mind Shift

      Mobile is a vital part of the CIO's business technology agenda to help improve customer experience, employee productivity, and new revenue channels. The most visionary and forward-looking CIOs,...

      • Downloads: 190
    • For CIO Professionals

      Report:The Chinese CIO's Agenda For 2016

      Key BT Initiatives To Build An Agile, Customer-Obsessed, And Secure Digital Business And Boost Competitiveness

      Digital disruption and the rapidly rising expectations of empowered customers are fundamentally changing the way enterprises operate in China. To prepare for these changes, CIOs must embrace the...

      • Downloads: 48
    • For Application Development & Delivery Professionals

      Report:How To Create A Knockout Social Business And Collaboration Strategic Plan

      Social business and collaboration programs can redefine work by changing the way employees connect with each other and the information they need to do their jobs. However, programs fall flat when...

      • Downloads: 1023
    • For CIO Professionals

      Report:Quick Take: Microsoft Recognizes That It's A Mobile World After All And Buys Nokia

      But Vertical Integration Of Hardware And Software Is Just One Piece Of A Much Bigger Puzzle

      On September 3, 2013, Microsoft announced that it plans to purchase Nokia's devices-and-services business for $7.2 billion, including its agreement to license Nokia intellectual property. This...

      • Downloads: 172
    • For CIO Professionals

      Report:Software Must Enrich Your Brand

      Software Is A Critical Strategic Asset, Not An Operational Nice-To-Have

      Your customers increasingly interact with your products and service directly through the software they touch: mobile apps, connected products, websites, and digital experiences. If the software fails...

      • Downloads: 463
    • For Enterprise Architecture Professionals

      Report:TechRadar™: Information Governance Enabling Technologies, Q2 2016

      Pursue Business Value And Not Just Risk Reduction When Making Technology Investments

      Information governance (IG) is a hot topic. Yet it suffers from an identity crisis, as definitions differ across the technology landscape. Enterprise architect (EA) professionals are on the hook to...

      • Downloads: 111
    • For Application Development & Delivery Professionals

      Report:Low-Code Platforms Deliver Customer-Facing Apps Fast, But Will They Scale Up?

      To Answer "Yes," Look For Scalable Architectures, Flexible Pricing, And Appropriate Features

      Low-code platforms are an important strategy to speed delivery of software to win, serve, and retain customers. Because application development and delivery (AD&D) professionals adopt low-code...

      • Downloads: 166
    • For B2C Marketing Professionals

      Report:The Forrester Wave™: Demand-Side Platforms, Q2 2015

      The Nine Providers That Matter Most And How They Stack Up

      In Forrester's 53-criteria evaluation of demand-side platform (DSP) vendors, we identified the nine most significant software providers — AOL, AppNexus, AudienceScience, DataXu, Google,...

      • Downloads: 575
    • For Infrastructure & Operations Professionals

      Report:Brief: Strategic Benchmarks 2014: Storage

      Infrastructure and operations (I&O) executives and their engineering teams often ask Forrester for technology adoption data to understand which new innovations their peers have adopted to manage fast...

      • Downloads: 421
    • For B2B Marketing Professionals

      Report:Clarity Is Key To Sales Enablement Success

      Discipline And Focus Separate Leading Companies From The Pack

      The number of sales enablement positions and interest in the topic have exploded over the past five years, yet many questions remain about what it is or which organization should own it. While many...

      • Downloads: 262
    • For CMO Professionals

      Report:How To Build A Strong B2B Brand Experience

      Processes: The Brand Experience Playbook

      As business buyers gain control over their purchase process with easy access to product specs, peer reviews, and competitive intelligence, business-to-business (B2B) organizations must depend on a...

      • Downloads: 1016
    • For eBusiness & Channel Strategy Professionals

      Report:Understand The Metrics That Drive Global eCommerce Success

      Benchmarks: The eCommerce Globalization Playbook

      Online businesses recognize that not only is the global eCommerce opportunity massive, but a global presence is necessary to be competitive in today's retail landscape. One of the major hurdles...

      • Downloads: 502
    • For Application Development & Delivery Professionals

      Report:Faster Software Delivery Will Accelerate Digital Transformation

      Strategic Plan: The Modern Application Delivery Playbook

      Every business is becoming a digital business. To win customers, organizations must transform the way they deliver the software to create high-value experiences for customers, employees, and...

      • Downloads: 786
    • For eBusiness & Channel Strategy Professionals

      Report:2013 US Bank Secure Website Rankings

      Citi Retains The Top Spot

      Digital teams at banks are continuously evaluating their secure websites, with an eye toward enhancing content and functionality. These teams want to know how they compare with their peers, while...

      • Downloads: 390
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of CRM In 2016

      Vision: The CRM Playbook

      In the age of the customer, good customer experiences are the only source of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block in...

      • Downloads: 287
    • For Application Development & Delivery Professionals

      Report:Upgrade To Banking Platform 3.0 To Meet The Challenges Of Banking Of The Future

      Banks Need To Radically Rethink How They Deliver Business Functionality

      Two predominant factors will characterize the world of banking in the future: digital banking and digital disruptors attacking from multiple, frequently new angles. The banking industry must...

      • Downloads: 458
    • For CIO Professionals

      Report:Connected Business: A New Style Of Doing Business

      CIOs Need To Prepare For Cultural And Organizational Transformation

      Macro trends in technology and shifting customer behavior are giving rise to the connected business — which is not defined by technology but is rather a new style of doing business. The...

      • Downloads: 535