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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118 results in Reports

  • Marketing Measurement
  • For B2C Marketing Professionals

    Report:Brief: How To Make Social Media Data Actionable

    Processes: The Social Intelligence Playbook

    Social media provides B2C marketing professionals with a wealth of customer data, an invaluable resource for competing in the age of the customer. Forrester created a framework that helps marketers...

    • Downloads: 2756
  • For B2B Marketing Professionals

    Report:Next-Generation Dashboards Put Data To Work To Drive B2B Marketing Decisions

    New marketing dashboard offerings deserve attention from business-to-business (B2B) CMOs, because these tools help convert dashboards from pipeline data displays and report aggregators to...

    • Downloads: 403
  • For B2C Marketing Professionals

    Report:"Viewability" Brings Transparency To The Display Ads Market

    Both Advertisers And Publishers Will Benefit From The Adoption Of A Reliable Method To Measure And Report Ad Impressions

    The emergence of a new standard, which will clearly define what a valid display ad impression is and use gross ratings points (GRPs) as its currency, is the first step toward creating a more...

    • Downloads: 322
  • For B2C Marketing Professionals

    Report:Evaluate Your Social Marketing Capabilities

    Assessment: The Social Marketing Playbook

    Despite widespread investment in social media tactics, marketing leaders still struggle to deliver solid business outcomes with their social efforts. And "social exceptionalism" — doing social...

    • Downloads: 2642
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Marketing Mix Modeling, Q2 2013

    The Nine Providers That Matter Most And How They Stack Up

    Since Forrester published its first Wave™ evaluation on marketing mix modeling in 2011, the market has undergone significant growth and evolution as marketers demand more in-depth, real-time,...

    • Downloads: 1169
  • For B2C Marketing Professionals

    Report:In-Stream Audio Advertising

    Expand Your Buys, Extend Your Reach, And Get Advertising Traction On Mobile

    In-stream audio is an attractive medium, as it offers a unique user experience supported by targeted reach and guaranteed impressions to support brand goals. In-stream audio advertising is a...

    • Downloads: 347
  • For B2C Marketing Professionals

    Report:Fraud And Fat Fingers Distort The Mobile Advertising Landscape

    Publishers And Marketers Must Act Now To Stop Fraud's Spread To Mobile Ad Inventory

    Consumers are rapidly shifting their digital interactions to mobile devices, pushing publishers and marketers to deliver content and advertising across multiple screens. But defining a meaningful...

    • Downloads: 131
  • For Customer Insights Professionals

    Report:Brief: Measure Your Mobile Marketing Performance

    Successful Chinese Firms Match Customers' Activities Across Mobile Campaigns

    Mobile has become the most powerful channel for customer engagement and commerce in China; spending on mobile advertising is rising far faster than ad purchases on traditional media. Chinese...

    • Downloads: 47
  • For Customer Insights Professionals

    Report:Quick Take: Google Acquires Adometry

    Google Acknowledges The Significance Of Measuring The Customer Purchase Path

    On May 6, 2014, Google announced its intent to acquire Adometry, a software-as-a-service (SaaS) cross-channel attribution provider focused on providing deeper insights to marketing and media...

    • Downloads: 194
  • For B2C Marketing Professionals

    Report:Benchmarking Social Marketing Efforts In China

    Marketing leadership professionals work hard to win hypersocial Chinese consumers, but most don't know whether their social marketing efforts in China are keeping pace with those of their peers at...

    • Downloads: 204
  • For Customer Insights Professionals

    Report:Q&A: The Seven Things You Need To Know About Unified Marketing Impact Analytics

    Unified marketing impact analytics (UMIA) calls for customer insights professionals to leverage different marketing analytics approaches to achieve a single view of marketing performance. CI pros...

    • Downloads: 95
  • For B2C Marketing Professionals

    Report:Mix Art And Science For Marketing Success

    In the age of the customer, people have access to more media and information channels than ever before — and marketers are struggling to allocate budget effectively across channels and properly...

    • Downloads: 1288
  • For Customer Experience Professionals

    Report:Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    Exercise Due Diligence When Selecting VoC Vendors

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

    • Downloads: 500
  • For CMO Professionals

    Report:Financial Service Brands Fail To Earn TRUE Consumer Trust

    Technographics® TRUE Brand Compass: Financial Services

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers across all industries now have a steeper hill to climb to earn brand preference, referral, and...

    • Downloads: 482
  • For B2C Marketing Professionals

    Report:Getting The Green Light For Marketing Mix Optimization

    Consumers, empowered by technology, increasingly rely on digital sources of information to make better-informed purchase decisions. Marketing leaders need to gain insights into the touchpoints that...

    • Downloads: 763
  • For CMO Professionals

    Report:Quality Of Products And Service Support Positive Brand Resonance For Insurance Firms

    Technographics® TRUE Brand Compass: General Insurance

    Brands in the general insurance business — life, auto, and home — must prove that they are trusted across every touchpoint as consumers increase their expectations. This will force...

    • Downloads: 297
  • For Customer Insights Professionals

    Report:The State Of Cross-Channel Attribution Technologies 2015

    Benchmarks: The Marketing Measurement And Insights Playbook

    During the recent Forrester Wave™ evaluation of cross-channel attribution providers, we surveyed 71 customers about their cross-channel attribution efforts and their vendor partnerships....

    • Downloads: 625
  • For B2C Marketing Professionals

    Report:Search Marketing Metrics Are Too Much And Not Enough

    Marketing leaders struggle to gain insights from the muck of search marketing metrics they track. In this report, we organize metrics to help create order and recommend that marketing leaders apply...

    • Downloads: 528
  • For Customer Insights Professionals

    Report:Forrester's Attribution ROI Calculator

    Cross-channel attribution measurement accurately allocates credit across different marketing tactics and media assets, resulting in quantifying the customer purchase path. This toolkit, part of...

    • Downloads: 42
  • For B2C Marketing Professionals

    Report:Case Study: Nestlé China Raises The Social Media Measurement Bar For Its Ice Cream Brands

    Marketers in China are struggling to effectively measure their investments in social media. Most of them are still at the early-maturity stage of social media measurement — focusing on basic...

    • Downloads: 154
  • For B2C Marketing Professionals

    Report:Establish A Baseline For Mobile KPIs

    Benchmarks: The Mobile Marketing Playbook

    Marketers continue to advance from being mobile novices to approaching mobile strategically. With this maturity comes the responsibility to prove the success of mobile programs. However, in a rapidly...

    • Downloads: 464
  • For Customer Insights Professionals

    Report:Build Capabilities For Measurement Success

    Strategic Plan: The Marketing Measurement And Insights Playbook

    Firms fail at marketing measurement; they cannot keep up with the customer's complex purchase path and their changing cross-channel marketing efforts. A clear measurement strategy enables customer...

    • Downloads: 546
  • For B2C Marketing Professionals

    Report:Evaluate Your Marketing Performance Measurement Maturity

    Assessment: The Marketing Measurement And Insights Playbook

    Enterprises constantly ask their B2C marketing professionals to measure the impact of marketing and media campaigns against key metrics. To ensure that they can do this successfully, B2C marketers...

    • Downloads: 964
  • For Customer Insights Professionals

    Report:Marketing Measurement Metamorphoses

    Landscape: The Marketing Measurement And Insights Playbook

    More-powerful technology, growing data volume, and marketers' increasingly data-driven focus are key trends driving significant innovation in the marketing performance measurement sector. This gives...

    • Downloads: 224
  • For B2C Marketing Professionals

    Report:Planning That Successfully Mixes Art And Science

    Marketing is no longer about delivering a single consistent message in a linear media world. To stay in tune with consumers throughout their life cycle and know how best to allocate marketing budgets...

    • Downloads: 1280