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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14 results in Reports

  • TJ Keitt
  • Past 12 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...

    • 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
    • For Customer Experience Professionals

      Report:Customer Collaboration Powers B2B Customer Experience

      Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth

      Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given account,...

      • Downloads: 231
    • For Security & Risk Professionals

      Report:Quick Take: Android For Work Upends Multiple Markets

      On February 25, 2015, Google publicly announced its latest functionality updates to the Android OS, titled "Android for Work" (AFW). The efficiency and security improvements delivered by AFW will...

      • Downloads: 135
    • For CIO Professionals

      Report:The Social CIO

      Future Look: The Social Business And Collaboration Playbook

      Free access to and sharing of ideas is the hallmark of the digital age. Today, your customers, partners, and employees can share information to form opinions that can affect your business and, on a...

      • Downloads: 1031
    • For Customer Experience Professionals

      Report:Four Questions That Free Employees To Access Customer Data

      A Guide For Customer Experience Pros Looking To Break Down Information Silos

      The vast majority of the information workforce directly supports customers or helps their organizations understand customers' behavior. But the way that organizations warehouse client data and...

      • Downloads: 127
    • For Application Development & Delivery Professionals

      Report:The Road To Social Business Transformation Starts With A Burning Platform

      Road Map: The Social Business And Collaboration Playbook

      Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

      • Downloads: 1157
    • For Customer Experience Professionals

      Report:Brief: Social Analytics Will Make It Easier For Employees To Respond To Customer Problems

      Innovative Analysis Technologies Help Workers Makes Sense Of Vast Data Repositories

      Businesses' massive data collection efforts have created a massive problem: How can workers find the right data nugget when they need it? The solution, it turns out, may be right under their noses....

      • Downloads: 165
    • For Infrastructure & Operations Professionals

      Report:What You Need In A Mobile Collaboration App

      Forrester's Guide For Assessing Cloud Collaboration Vendors' Preparedness For The Mobile Mind Shift

      Helping an increasingly mobile workforce work with customers has been a catalyst for many Forrester clients to move toward cloud collaboration technologies like Box and Google Apps. However, to truly...

      • Downloads: 140
    • For Customer Experience Professionals

      Report:Want To Improve Your Customer Experience? Turn To The Cloud

      Cloud Technologies Provide Employees, Partners, And Customers With The Agility They Need

      Technology grounds your customer experience (CX) ecosystem. It's embedded in your products; it facilitates customer understanding; it enhances your channels; and it empowers your employees. But rigid...

      • Downloads: 190
    • For Customer Experience Professionals

      Report:Empower Your Employees To Renovate Your Customer Experience Ecosystem

      Tap Workers' Knowledge Of Ecosystem Constituencies To Create New Value

      Building healthy customer experience (CX) ecosystems is challenging because CX executives often don't view customer experience holistically. Fortunately, there are employees in the workplace that can...

      • Downloads: 168