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Tuesday, Jan 12 @ 9:30 PM


As the global coronavirus pandemic has shown us, businesses must rapidly adapt their customer experience (CX) strategies to keep up with changing customer needs. In order to do that, many businesses will need the help of outside consultants. But how can CX leaders help their businesses navigate this crowded consulting landscape? This webinar breaks down the CX strategy consulting market and discusses how to leverage the CX strategy consulting practices Wave to select the best partner to meet your business needs.


– Discuss how CX consultancies combine their historical strengths with emergent CX management competencies.
– See how Forrester has evaluated a select number of top consultancies in the CX strategy consulting field.
– Learn how to apply your business needs to the assessment of the CX strategy consultancies, ensuring you pick the one that best fits your business needs.


TJ Keitt
Principal Analyst Serving Customer Experience Professionals

TJ serves customer experience (CX) professionals. His research covers B2B customer experience, employee enablement, and customer experience consultancies. As part of his work on B2B CX, TJ leads Forrester’s research on customer success management and helped create Forrester’s B2B Tech CX Index. TJ’s work on employee enablement looks at the organizational structures and technology portfolios needed to help employees deliver outstanding customer experiences. And TJ’s coverage of customer experience consultancies focuses on how these firms build practices to support CX transformations.

Previous Work Experience
TJ has been at Forrester for 12 years. Prior to joining Forrester’s CX team, TJ led Forrester’s coverage of cloud-based collaboration suites like Google’s G-Suite and Microsoft Office 365. He also helped develop the Forrester Analytics Global Business Technographics® Workforce Benchmark Survey.Before coming to Forrester, TJ was an analyst at a new product development consulting firm, conducting voice-of-the-customer and litigation-related market research for companies across a range of industries.

TJ has a BS in public relations and an MS in applied communication research from Boston University.

Webinar/Workshop organized by: Forrester

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