TJ Keitt

You can’t create a good experience if you don’t understand how the customer describes success.

“The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019” is now live. This 30-criterion evaluation assessed and scored nine prominent consultancies on their abilities to help business leaders link business goals to customer experience (CX) strategy and then execute a plan to transform the business to deliver new and differentiated customer […]

Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™). This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices. Using the B2C-oriented […]

A high-quality customer experience is the result of interactions between people in a network, which Forrester calls a customer experience (CX) ecosystem. As followers of this blog know, what holds that ecosystem together are value exchanges facilitated by an open, collaborative business culture. My colleague Sam Stern laid out how businesses define workers' roles and […]

Your customer experience (CX) is the product of the interactions between your employees, partners, and customers within your operating environment. Forrester has labeled this as a customer experience ecosystem. It's important to understand CX ecosystems' two components — the people and the operating environment — for two reasons:  People participate in the ecosystem if they get […]

In April 2015, we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios, there isn't one customer; there are multiple stakeholders within a client account whose work depends on interactions with the vendor. Now we're ready to […]

The cloud is not just reshaping how companies provision technology; it's changing customers' experience. A technology platform that is easily scalable for and accessible to the billions of connected devices customers use — PCs, smartphones, tablets, TVs, cars, jet engines, and more — has allowed cloud-services companies to completely reinvent experiences. No one was using […]

On a recent podcast with my colleagues Deanna Laufer and Sam Stern, I was asked about the difference between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). My answer is what I believe is the problem that vexes CX professionals trying to establish CX programs in B2B firms: In a given account there isn't one […]

*This post was originally posted on the Destination CRM Blog Thanks to digitization and inexpensive storage, businesses can now collect incredible amounts of information on their customers, competitors, and other market factors. But you only profit from this bounty if an employee can find the right data nugget when they need it. And here lies […]

This past June, Forrester began a conversation about what ails the networks of customers, partners, and employees we call customer experience ecosystems. My colleague Rick Parrish attributed the problems to an unhealthy mix of cumbersome rules, disorganized technologies, and complacent management. The result? Businesses aren't able to leverage those customer, partner, and employee relationships to […]

It's easy to get swept up in the power of the digital age, where smart mobile devices and cloud services open the door for new and exciting ways to engage customers. We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. I […]

This past June, my colleague Rick Parrish alerted customer experience (CX) professionals to a dire problem: Their networks of customers, partners and employees that affect customer experiences are fundamentally broken. Rick’s diagnosis reveals numerous organizational, cultural, and and partnership issues across businesses’ sprawling CX ecosystems. I admit it — this description makes the challenge of […]

Businesses invest considerable sums of money with vendors like Box, Cisco, Google and Microsoft for a collection a technology we call collaboration tools. As an analyst, though, the question that has dogged me in watching this space is "why?" As in "what is the actual value a business gets from investing in collaboration technology?" The […]

The business press has come alive over the past few weeks as companies as diverse as Delta, Facebook, and Tesla have publicly declared that they want to own software development for key applications. What should catch your attention about these announcements is the types of software these firms want to control. Delta is acquiring the […]

In November 2013, we published a report laying out what will be the key points of differentiation between Google Apps and Microsoft Office 365 by 2016. At the core of this report is a simple message: The value of these cloud collaboration suites isn't inexpensive email; their value is in their role as an interaction […]

I spent the past three months talking to Google and Microsoft professional services partners, as well as Google Apps and Office 365 clients, to better understand how cloud collaboration and productivity suites are implemented and the value clients get once they move into these environments. One word that came up quite a bit during these […]

Anyone who's been following this blog knows that I've invested a lot of time recently laying out the case for why CIOs should take more ownership over employee engagement and workforce experience. With the foundational argument in place, it's now time to turn to the critical question: How should an IT department act? This can […]

The era of cloud-based collaboration technology is here. Forrester's last survey of collaboration software decision makers showed that 67% are planning to or already deploy collaboration software-as-a-service (SaaS). Buttressing this stat is the incredibly high volume of inquiries I've received over the past two quarters from business and IT leaders trying to decide between Microsoft technology […]

Yesterday afternoon, I moderated a panel on the role the IT department can play in the business's employee engagement efforts. Any follower of this blog knows that this is a topic I've talked about a lot lately (see previous posts here and here) because hiring, developing and retaining talented and productive employees is critical in […]