principal analyst, Forrester Research
TJ Keitt is principal analyst at Forrester Research serving customer experience professionals. Keitt leads Forrester’s research on customer success management and helped create Forrester’s B2B Tech CX Index. His coverage of customer experience consultancies focuses on how these firms build practices to support CX transformations.
Companies Have Built Up CX Equity. Here’s How They Should Use It
A reservoir of goodwill will be critical to bringing back customers once the crisis passes