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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3690 results in Reports

    • For Security & Risk Professionals

      Report:The Data Center Services Market In Japan, 2013 To 2016

      Providers Must Address Energy Efficiency And Governance To Thrive

      Over the past 18 months, all of the significant data center players in the Japanese market -- telcos, vendors, service providers, and systems integrators (SIs) -- have been aggressively investing in...

      • Downloads: 219
    • For eBusiness & Channel Strategy Professionals

      Report:The Chinese Retail Market Landscape In 2014

      Traditional Retailers Must Embrace Disruption

      The restructuring and slowing down of the Chinese economy is changing the country's retail industry. In 2014, the growth rate of China's top 100 retail chains has continued to decline and is now at...

      • Downloads: 95
    • For eBusiness & Channel Strategy Professionals

      Report:Make The Right Digital Decisions To Drive Canadian Usage-Based Insurance Sales

      Rate Reform Creates Powerful Incentive For Effective Digital Sales

      Canada and the US may share a border and consumer attitudes about usage-based insurance, but they don't share a common approach to the digital strategies for promoting these insurance options. With...

      • Downloads: 108
    • For Enterprise Architecture Professionals

      Report:In Light Of ECM Maturity, Concerns Still Linger

      These data charts detail select results of Forrester’s May 2013 Global Enterprise Content Management Online Survey and the August 2013 Global SharePoint Usage Online Survey. We have compared...

      • Downloads: 108
    • For CIO Professionals

      Report:Assess Your Innovation Capability Maturity

      Assessment: The Innovation Playbook

      Innovation is a must for an organization to succeed in today's harsh business climate. Understanding how well your organization has mastered the key capabilities required for a sustained innovation...

      • Downloads: 762
    • For Marketing Leadership Professionals

      Report:Which Technologies Fit Where In Marketing's Future: A Segmented Vendor Reference For Marketers

      This workbook is a companion to the Forrester report "Which Technologies Fit Where In Marketing’s Future." In that report, we made the case for a new way of classifying marketing technologies...

      • Downloads: 51
    • For Sourcing & Vendor Management Professionals

      Report:Case Study: LOCOG Builds Partnerships To Deliver London 2012 Faster, Higher, Stronger

      An Example Of Forrester's Best Practices For Strategic Relationships

      The Olympic motto is "Citius, Altius, Fortius," and the business technology (BT) for the London 2012 Olympic Games lived up to it — faster results, higher-quality systems with stronger...

      • Downloads: 61
    • For Security & Risk Professionals

      Report:Define A Road Map To Accelerate Your Security Program

      Road Map: The S&R Practice Playbook

      A security road map guides your team's projects and initiatives. Even more importantly, it explains to your key stakeholders how you're using the budget and resources given. Don't fall into the old...

      • Downloads: 1417
    • For Customer Experience Professionals

      Report:Brief: Key Takeaways From Forrester's 2014 Customer Experience Forum East

      Market Leaders Turn To Customer Understanding And Design To Deliver Great Experiences

      At Forrester's Forum For Customer Experience Professionals East, speakers presented best practices and case studies that showed how they are coping with a new, more competitive era for customer...

      • Downloads: 262
    • For Enterprise Architecture Professionals

      Report:Forrester's BT Strategic Planning And Execution Process Assessment Toolkit

      Provides a step-by-step process for Forrester's Strategic Planning and Portfolio Management methodology.

      • Downloads: 38
    • For Marketing Leadership Professionals

      Report:Forrester Research Mobile Advertising Forecast, 2013 To 2018 (US)

      ForecastView Spreadsheet

      Spending by companies on mobile and tablet marketing segmented by display, search, and social. Includes data on mobile Internet users and spending by company size as well as mobile video...

      • Downloads: 11
    • For Marketing Leadership Professionals

      Report:Forrester Research World Mobile And Smartphone Adoption Forecast, 2014 To 2019 (Global)

      ForecastView Spreadsheet

      The number of global smartphone subscribers is expected to reach 3.5 billion by 2019, crossing the 50% mark for smartphone penetration by population in 2017 and reaching 59% by 2019, up from 28% in...

      • Downloads: 7
    • For Marketing Leadership Professionals

      Report:Forrester Research Search Engine Marketing Forecast, 2013 To 2018 (US)

      ForecastView Spreadsheet

      Spending on paid search and search engine optimization (SEO) by companies. Paid search split by PC-based and mobile platforms, as well as search volume and revenue per thousand queries. SEO...

      • Downloads: 8
    • For Security & Risk Professionals

      Report:AWS Cloud Security

      AWS Takes Important Steps For Securing Cloud Workloads

      Security to and from the cloud is a hot topic. The notion that cloud technologies should not be used by large enterprises due to security concerns is rapidly fading. Security still ranks as the No. 1...

      • Downloads: 667
    • For Customer Experience Professionals

      Report:Executive Q&A: Customer Understanding For Customer Experience Management

      Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...

      • Downloads: 476
    • For CIO Professionals

      Report:Building Business Network Platforms In The Cloud

      Real-Time Sharing And Collaborative Tenancy Challenges Traditional Middleware, Platform, And Integration Vendors

      Social networks revolutionized personal computing, allowing people to use PCs to engage with friends and family. However, until now, business collaboration hasn't seen such disruptive innovation....

      • Downloads: 442
    • For Customer Insights Professionals

      Report:Brief: The Marketing Technology Buyer's Dilemma

      Maintain Customer Focus While Navigating Market Changes

      Successful marketers leverage a rich mix of integrated technologies to navigate complex customer journeys and orchestrate contextually relevant customer experiences. However, recent activities in the...

      • Downloads: 208
    • 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: 475
    • For Infrastructure & Operations Professionals

      Report:Brief: The Top Four Server Virtualization Trends In China For 2014 And 2015

      Optimizing IT To Better Support BT Transformation

      Chinese organizations are shifting budget from traditional information technology (IT) to business technology (BT) in the age of the customer. However, the level of server virtualization in Chinese...

      • Downloads: 85
    • For Sales Enablement Professionals

      Report:Improve Sales Hiring With Better Use Of Technology And Analytics

      To keep pace with the growing expectations of executive decision-makers and other people involved in buying business products and services, sales enablement professionals must improve their capacity...

      • Downloads: 58
    • For CIO Professionals

      Report:Answer Five Questions When Selecting A Cloud Collaboration And Productivity Suite

      A Buyer's Guide For Microsoft Office 365, Google Apps For Business, And IBM SmartCloud For Social Business

      Over the past two years, Forrester clients have shown great interest in the cloud collaboration and productivity suites Microsoft, Google, and IBM offer: We've fielded more than 150 inquiries on this...

      • Downloads: 727
    • For Infrastructure & Operations Professionals

      Report:Brief: Windows 8.1 Update Improves Its Case For Enterprise Usage

      Update Opens Up New Customer-Facing Scenarios, But Barriers To Widespread Enterprise Adoption Persist

      Enterprises are finding more and more uses for tablets to complement business strategies. As enterprise-owned tablets become more commonplace, infrastructure and operations (I&O) professionals must...

      • Downloads: 85
    • For CIO Professionals

      Report:The Forrester BT Governance Maturity Self-Assessment

      The BT Governance Collection: Maturity Self-Assessment

      The Forrester BT Governance Maturity Self-Assessment consists of four capability areas and 40 governance-specific capabilities. This model is designed to provide a self-assessment that gives insight...

      • Downloads: 55
    • For Customer Experience Professionals

      Report:How Disciplined Is Your Customer Experience Management?

      To succeed in today's business climate, companies must consistently deliver a good customer experience. Unfortunately, few firms have what it takes to do that because they lack systems for...

      • Downloads: 425
    • For Marketing Leadership Professionals

      Report:Customer Life-Cycle Industry Overview: Over-The-Counter Health Products

      A Consumer Technographics® Report

      When it comes to buying health-related products, consumers take extra care to learn about the item. Although over-the-counter health products aren't generally high investments on the basis of price,...

      • Downloads: 62