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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Market Imperatives

5 results in Reports

  • TJ Keitt
  • Past 6 months
  • For Customer Experience Professionals

    Report:B2B CX Professionals: Find The Full Range Of B2B Customers

    Customer experience (CX) professionals in business-to-business (B2B) companies have a difficult task: Determine the quality of a customer's experience when the customer is actually multiple...

    • Downloads: 32
  • For Customer Experience Professionals

    Report:Four Things Smart Cloud Companies Know About Customer Experience

    Key Lessons For Customer Experience Professionals From The Firms Disrupting Their Businesses

    Upstart companies creating new, exciting digital offerings are disrupting your industry. The successful newcomers draw millions of customers in a short period of time, catching their incumbent...

    • Downloads: 239
  • For Customer Experience Professionals

    Report:Head Off The Coming Retention Crisis In Your Customer-Facing Information Workforce

    Customer Experience Pros Must Help Their Business Build Compelling Experiences For Employees

    Years of sluggish job growth that trapped them in jobs with stagnant wages have killed employees' commitment to their organizations. That's especially true for employees in key customer-oriented...

    • Downloads: 127
  • For Customer Experience Professionals

    Report:Customer Experience Organizations Must Change To Benefit From The Cloud

    Four Transformations Enable Businesses To Build Successful Digital Experiences In The Cloud

    New digital experiences are reshaping how people do everything from hailing a ride to accessing a document and cleaning their teeth. To keep pace with the disruptive upstarts delivering these new...

    • Downloads: 174
  • For Customer Experience Professionals

    Report:Improve Customers' Experience By Improving Employees' Effectiveness

    Technology Vendors Provide A Path For Linking Customers' Success To Employees' Productivity

    The majority of information workers play roles that are critical to customers' success at each stage of the customer life cycle. But businesses have not removed the technical barriers to information...

    • Downloads: 202