TJ Keitt

Principal Analyst

Forrester Bio

Author Insights

Blog

Key Takeaways From The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020

TJ Keitt December 8, 2020
On December 2, we published “The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020,” which is a continuation of the Forrester customer experience (CX) team’s study of the consulting market that supports CX professionals. These consulting services are critical to CX leaders trying to foster innovation and support CX transformations that help their companies […]
Read More
Blog

改善客户体验的五个步骤 – 第四篇

TJ Keitt October 20, 2020
公司依靠员工提供高质量的客户体验(CX);员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战,因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程,赋能员工,帮助他们提供符合公司预期的客户体验。该篇为报告系列的第四篇最后一篇,点击“阅读更多”了解具体内容。
Read More
Blog

改善客户体验的五个步骤 – 第三篇

TJ Keitt October 13, 2020
公司依靠员工提供高质量的客户体验(CX);员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战,因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程,赋能员工,帮助他们提供符合公司预期的客户体验。该篇是报告系列第三篇,请点击“阅读更多”了解具体内容。
Read More
Blog

改善客户体验的五个步骤 – 第二篇

TJ Keitt September 24, 2020
公司依靠员工提供高质量的客户体验(CX);员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。这篇报告分析了CX专业人士如何制定相应的一套流程,赋能员工,帮助他们提供符合公司预期的客户体验。上一篇我们讨论了改善CX的难点,这一篇我们将从总览的角度展示CX赋能计划的五个步骤。
Read More
Blog

改善客户体验的五个步骤 – 第一篇

TJ Keitt September 18, 2020
公司依靠员工提供高质量的客户体验(CX);员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战,因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程,赋能员工,帮助他们提供符合公司预期的客户体验。该篇为报告的第一篇——改善CX难在哪?
Read More
Blog

Build The Case For A Customer Success Management Program Now

TJ Keitt September 14, 2020
Business leaders recognize that there is great value in retaining their best customers. Forrester’s research bears this out: Devoted customers pay price premiums, buy additional services, and help attract other good customers. But how do customer experience (CX) leaders convince executives to invest in the customer success management programs that are focused on value realization? […]
Read More
Blog

Brands Built Up Much CX Equity Pre-Pandemic; Here’s How They Can Use It Wisely

TJ Keitt July 28, 2020
According to the US CX Index 2020, leading brands built up a reservoir of CX equity before the pandemic. Here's how they can best capitalize on CX equity.
Read More
Blog

Your Business Success Depends On Delighting The Right Type Of Customer: Enter The Devotees

TJ Keitt June 10, 2020
Customer experience (CX) professionals must show their executives that good CX is critical to business success, especially in this down economy. Many metrics help CX pros track the quality of those experiences, including customer satisfaction, advocacy, and effort. But these metrics alone don’t tell business leaders whether investments in CX deliver improved business performance. After […]
Read More
Blog

The Three Ways Companies Value Customer Success Programs

TJ Keitt February 10, 2020
What kind (or kinds) of value does your company's customer success program deliver to the business at large?
Read More
Blog

CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded

TJ Keitt August 19, 2019
You can’t create a good experience if you don’t understand how the customer describes success.
Read More
Blog

Introducing The Forrester Wave™: CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019

TJ Keitt May 28, 2019
“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 […]
Read More
Blog

Introducing Forrester’s B2B Tech Customer Experience Index Methodology

TJ Keitt August 1, 2016
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 […]
Read More
Blog

Do You Have The Tools To Make Your Customer Experience Ecosystem Work?

TJ Keitt April 14, 2016
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 […]
Read More
Blog

Is Your Business Social Enough To Create Great Customer Experiences?

TJ Keitt October 9, 2015
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 […]
Read More
Blog

B2B Customer Experience Professionals: Do You Know Who Your Customers Are?

TJ Keitt October 7, 2015
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 […]
Read More
Blog

Can Your Organization Build A Customer Experience To Rival The Cloud-Based Upstarts?

TJ Keitt June 3, 2015
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 […]
Read More
Blog

B2B Customer Experience Is Grounded In Collaborative Relationships

TJ Keitt April 10, 2015
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 […]
Read More
Blog

Social Analytics Can Help You Better Address Customers If You’re Willing To Experiment

TJ Keitt January 7, 2015
*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 […]
Read More
Blog

The Cloud Will Drive Agility Into Your Customer Experience Ecosystem

TJ Keitt November 20, 2014
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 […]
Read More
Blog

You Need Great Employee Experiences To Create Great Customer Experiences

TJ Keitt September 25, 2014
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 […]
Read More