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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4247 results in Reports

    • For Application Development & Delivery Professionals

      Report:Embrace Continuous Improvement To Power Customer Service Operations

      Continuous Improvement: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

      • Downloads: 679
    • For Customer Experience Professionals

      Report:Brief: Capital One Gets It Right With Adaptive Path Acquisition

      Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

      • Downloads: 199
    • For Application Development & Delivery Professionals

      Report:CRM Sales Automation Software For Every User

      The Ecosystem Of Software Products Intent On Enabling Your Sales Teams Has Grown

      Sales organizations have traditionally used CRM sales force automation (SFA) software to track leads and opportunities and manage contacts, accounts, pipeline, and forecasts to increase the sales...

      • Downloads: 179
    • For B2C Marketing Professionals

      Report:Mobile Misconceptions: Uncovering How Consumers Actually Use Their Mobile Phone

      A Technographics® 360 Report: Using Survey, Qualitative, And Behavioral Data

      Mobile phone adoption has undeniably changed the way consumers behave, think, and engage. This has prompted marketing leaders to rethink their outreach strategies and adapt to keep pace with the...

      • Downloads: 202
    • For Application Development & Delivery Professionals

      Report:Navigate The Modern Application Delivery Landscape

      Amplified customer expectations in the age of the customer and the intensified competition they bring are accelerating the pace of modern application delivery. Process and organizational changes...

      • Downloads: 683
    • For Customer Experience Professionals

      Report:Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

      Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

      • Downloads: 253
    • For eBusiness & Channel Strategy Professionals

      Report:Must-Have Features On Banks' Secure Websites

      Understanding Consumer Use And Best Practices Can Guide Providers Toward Online Banking Success

      For banks, getting their secure websites right is critical to business success. So how can digital teams at banks ensure their websites meet or exceed user expectations? Our data shows that some...

      • Downloads: 450
    • For Infrastructure & Operations Professionals

      Report:Holography: The Future Of 3D Projection

      Infrastructure Augmentation Will Ensure Project Success

      Holography will significantly disrupt 3D imaging, as it offers better usability and addresses the shortcomings of current 3D solutions. While the holographic effects in Star Wars seem futuristic,...

      • Downloads: 146
    • For Application Development & Delivery Professionals

      Report:Application Delivery In The Modern Age

      Rapid evolution in cloud and mobile applications and the permeation of social media throughout the developer community have led to a new approach in the way that organizations deliver business value...

      • Downloads: 873
    • For CIO Professionals

      Report:Focus Your Dual Tech Management Agenda Using Forrester's BT/IT Agenda Index

      The Mix Of BT And IT In The CIO's Dual Agenda Varies By Industry And Business Model

      CIOs face a dual technology management agenda: The information technology (IT) agenda focuses on supporting and transforming internal operations, and the business technology (BT) agenda focuses on...

      • Downloads: 195
    • For Customer Insights Professionals

      Report:Safeguard Your Social Intelligence Strategy

      Managing Privacy, Risk, And Compliance Challenges When Listening To And Leveraging Social Data

      The more granular you get when collecting and analyzing social data, the more value you can extract with meaningful customer segmentation, affinity mapping, and other valuable customer insights. The...

      • Downloads: 158
    • For eBusiness & Channel Strategy Professionals

      Report:Do Smartphone Owners Use The App, The Mobile Site, Or Both?

      A Forrester Data Snapshot

      Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for some...

      • Downloads: 9
    • For Infrastructure & Operations Professionals

      Report:Your Three-Step Guide To Planning Cloud Migration

      Be Cautious About The Macroeconomic Lure Of The Cloud Sirens

      Cloud migration has exploded in popularity since General Electric's (GE's) flashy keynote at Amazon Web Service's (AWS's) re:Invent in September 2015. GE claims to be migrating all workloads not...

      • Downloads: 217
    • For CIO Professionals

      Report:Succeeding At Innovation Requires A Clear Strategic Plan

      Strategic Plan: The Innovation Playbook

      As a CIO, you know that you must help drive innovation at your organization. If you don't, you risk becoming marginalized as the provider of a utility service, rather than being the enabler of...

      • Downloads: 313
    • For eBusiness & Channel Strategy Professionals

      Report:Predictions 2014: Global eCommerce Mandates Multiple Touchpoints And Business Models

      Eight Trends Set To Impact The Industry

      The past year saw a surge in eCommerce revenues around the globe, and 2014 will be no different. eCommerce brands in every country will continue to spread their global wings, expanding their...

      • Downloads: 705
    • For Enterprise Architecture Professionals

      Report:Market Overview: Big Data Integration

      Your Big Data Strategy Is Not Complete Without Big Data Integration

      Enterprise support of big data strategies has increased data management challenges, especially around integration, security, quality, and governance. Business users want to integrate real-time data...

      • Downloads: 962
    • For Customer Insights Professionals

      Report:Measure The Impact Of Cross-Channel Attribution

      Cross-channel attribution measurement promises to allocate appropriate credit to all marketing interactions along the customer purchase path. More and more organizations embrace attribution...

      • Downloads: 398
    • For Customer Experience Professionals

      Report:Lessons Learned From Innovators At Forrester's CXNYC 2015 Forum

      At Forrester's CXNYC 2015 Forum, a panel of leaders from three fast-growing startups shared how they drive innovation at their companies. Their lessons are crucial for any business, big or small,...

      • Downloads: 168
    • For Application Development & Delivery Professionals

      Report:Seven New Buying Patterns Reshape The 2017 Enterprise Collaboration Market

      Landscape: The Enterprise Collaboration Playbook

      The enterprise collaboration (EC) landscape is rife with innovative products that begin with a narrow feature set (e.g., Box for document collaboration or Slack for group messaging). Viral growth and...

      • Downloads: 254
    • For Application Development & Delivery Professionals

      Report:BI On BI: How To Manage The Performance Of BI Initiatives

      Performance Management: The Business Intelligence Playbook

      Most enterprises still rely mostly on anecdotal evidence of business users' level of satisfaction with business intelligence (BI), and not all BI tools quantitatively measure BI performance. In this...

      • Downloads: 941
    • For Application Development & Delivery Professionals

      Report:Market Overview: Chat Solutions For Customer Service

      Twenty-One Solutions For Delivering Differentiated Experiences

      Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

      • Downloads: 1276
    • For CIO Professionals

      Report:The Internet Of Things Comes Home, Bit By Bit

      Digital Homes Will Get Smart In Small Steps

      The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

      • Downloads: 1558
    • For Enterprise Architecture Professionals

      Report:Performance Metrics In The Age Of The Customer, 2015

      Performance Management: The Strategic Planning And Portfolio Playbook

      Successfully growing customer relationships requires not only having access to the right customer and internally gathered data but also synthesizing it with targeted measures to drive knowledge-based...

      • Downloads: 690
    • For CMO Professionals

      Report:The Forrester Wave™: Digital Experience Service Providers, Q4 2015

      Digital Customer Experience Strategy And Design Capabilities Are Key Differentiators For CMOs

      In Forrester's 31 criteria evaluation of digital experience service providers, we identified the 11 most significant services providers in the category — Accenture Interactive, Deloitte...

      • Downloads: 349
    • For CIO Professionals

      Report:Case Study: How Pioneer Is Transforming Its Portal Into An Engagement Workplace

      Support Your Users With An Interactive, Integrated, And Intuitive Portal

      Over the past several years, forward-thinking organizations have begun to move from intranets, which they primarily used for publishing static content, to "engagement workplaces," which add...

      • Downloads: 329