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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3833 results in Reports

    • For B2B Marketing Professionals

      Report:Content Management Process And Organization Capabilities Assessment

      B2B marketers realize that delivering an effective content marketing strategy is now a critical differentiation imperative as they align with the customer life cycle. Review the criteria and answer...

      • Downloads: 61
    • For Customer Insights Professionals

      Report:The Mobile Market Research Landscape 2012

      An Overview Of The Different Ways You Can Leverage Mobile In Your Research

      Mobile phones have the ability to capture rich emotional and behavioral insights and uncover connections that may not surface when one leverages traditional research methodologies. This report...

      • Downloads: 698
    • For Infrastructure & Operations Professionals

      Report:Customer-Centric Strategies Require Business-Centric Network Hardware

      White-Box Network Hardware Will Be One Option Of Many Choices

      "Don't get too attached to your specialized network hardware — you're not going to need it in the future," said Steve Riley, chief technology officer of Riverbed Technology, during his speech...

      • Downloads: 161
    • For Security & Risk Professionals

      Report:Introducing The Customer Authentication Assessment Framework

      Assess The Usability, Deployability, And Security Of Customers' Login Processes

      Forrester clients often face a hybrid challenge with customer-facing websites: optimizing both security and usability. The tightest security can be a usability disaster, and the most user-friendly...

      • Downloads: 490
    • For Application Development & Delivery Professionals

      Report:SAP Hana Is The Answer! What's The Question?

      Demystifying SAP's In-Memory Solution

      SAP Hana is SAP's latest flagship technology, and it seems to be the company's silver-bullet response to almost every question. There is, however, a good reason behind this, as SAP has extensively...

      • Downloads: 326
    • For Application Development & Delivery Professionals

      Report:Predictive Analytics Can Infuse Your Applications With An "Unfair Advantage"

      AD&D Pros Can Acquire The Skills — No Data Scientist Needed

      Sir Francis Bacon, an 18th-century founder of the modern scientific method, famously argued that "Knowledge is power." With all due respect to this great scientist, in the 21st century, "Prediction...

      • Downloads: 381
    • For Customer Experience Professionals

      Report:Build Seamless Experiences Now

      Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement

      Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior is...

      • Downloads: 748
    • For CIO Professionals

      Report:Wanted: Disruptive CIOs To Drive Digital Business

      Case Study: New England Biolabs

      Digital trends are changing business. The markets you operate in and the way you conduct business are already transformed by digital innovations. As a result, the CIO must implement and run new...

      • Downloads: 325
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Enterprise Public Cloud Platforms, Q2 2013

      One Size Does Not Fit All Developer Needs

      Public cloud platforms are the keys that unlock the flexibility, productivity, and economic advantages of cloud computing. Application development and delivery (AD&D) pros use a wide variety of...

      • Downloads: 2173
    • For eBusiness & Channel Strategy Professionals

      Report:Disrupting Finance: Social Investing

      Social investing platforms like Covestor, eToro, and wikifolio threaten to disrupt personal investing by bringing the wisdom of the crowd and the stock-picking of talented individuals to mainstream...

      • Downloads: 308
    • For Sourcing & Vendor Management Professionals

      Report:Automate Your Performance Management Activities

      Performance management is one of the most essential aspects of services governance, yet also one of the most challenging. It consists essentially of tracking vendor performance against established...

      • Downloads: 682
    • For B2C Marketing Professionals

      Report:Organize To Support Integrated Messaging

      Organization: The Email Marketing Playbook

      The future of email is integration with other marketing channels. But most email organizations today are too small and too operationally focused to be prepared for customer-focused integrated...

      • Downloads: 218
    • For eBusiness & Channel Strategy Professionals

      Report:Internet Finance Innovation Is Hitting China's Banking Sector

      Innovation in Internet finance has exploded in China in 2014. Eight months after Alibaba launched Yuebao, the fund had attracted 81 million users and its total value skyrocketed to US$81 billion;...

      • Downloads: 113
    • For Application Development & Delivery Professionals

      Report:Deliver Four Capabilities To Resolve The Buyer/Seller Conflict Within B2B eCommerce

      What Application Delivery Leaders Who Are Building Sell-Side Platforms Can Learn From Forrester's eProcurement Wave

      Beware of the buyer — that is Forrester's message for application development and delivery (AD&D) leaders in B2B firms who are developing or implementing eCommerce platforms. The 14% annual...

      • Downloads: 88
    • For B2C Marketing Professionals

      Report:Consumers Want Online Advertising To Be Relevant, Respectful, And Rewarding

      Forrester Technographics® Digital Consumer Community Report, September 2012

      In the age of the always addressable customer, where hyperconnected consumers are increasingly savvy and demanding of the brands with which they interact, marketers must become more audience-centric...

      • Downloads: 15
    • 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: 26
    • For Customer Insights Professionals

      Report:Organize For Marketing Measurement

      Organization: The Cross-Channel Attribution Playbook

      Firms are eager to develop a fully integrated marketing performance measurement strategy as the next step in optimizing marketing budgets and plans. But how do they manage the process? This report...

      • Downloads: 398
    • For eBusiness & Channel Strategy Professionals

      Report:India Online Retail Forecast, 2013 To 2018

      The Indian online retail market is in a nascent stage, yet it is growing rapidly. Despite all of the existing challenges related to underdeveloped logistics and supply chain operations, poor...

      • Downloads: 366
    • For B2C Marketing Professionals

      Report:Three Gaming Apps Earn "Engaging" Scores On The App Engagement Index

      North American Consumer Technographics® — Revealing The Q4 2014 App Engagement Index Scores Of US Gaming Apps

      As consumers shift the time they spend on PCs and TVs to mobile devices, marketing leadership professionals need to shift their advertising budgets in parallel. Forrester estimates that mobile...

      • Downloads: 9
    • For B2B Marketing Professionals

      Report:The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, Q1 2014

      Due Diligence Required: These Vendors Are Great At Marketing

      In Forrester's 75-criteria evaluation of lead-to-revenue management (L2RM) platform vendors, we identified the nine most significant solution providers in the category — Act-On, Adobe,...

      • Downloads: 867
    • 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: 363
    • For B2C Marketing Professionals

      Report:Chinese Mobile Consumers Are An Attractive But Unique Audience

      How Mobile Marketing Differs In The Largest Smartphone Market In The World

      China is the largest smartphone market in the world, with what appear to be highly sophisticated mobile users. Metro Chinese consumers use mobile for everything from social media to watching video to...

      • Downloads: 208
    • For Sourcing & Vendor Management Professionals

      Report:SVM Glossary Of Terms — Q4 2013 Update

      The sourcing and vendor management (SVM) landscape is a complex one, with a variety of terms that are often used without a shared understanding. As a result, SVM teams and stakeholders may be saying...

      • Downloads: 404
    • For Infrastructure & Operations Professionals

      Report:Realize Practical Application Performance Management

      Application performance management (APM) is a natural evolution of infrastructure monitoring. As IT management evolves toward service management and ultimately to business technology, quality of...

      • Downloads: 557
    • For Infrastructure & Operations Professionals

      Report:Predictions For 2014: Private Cloud Management And Infrastructure

      In 2013, over half of enterprises stated that in 2014, they will be prioritizing building a private cloud, when it was only introduced less than five years ago. Although enterprises have quickly...

      • Downloads: 861