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Principal Analyst | Forrester
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.