Keith Dawson

Director of Research, Customer Experience

Keith Dawson leads ISG’s Customer Experience (CX) software expertise. He covers applications and technologies that optimize customer-facing processes across marketing, sales and service. His research helps enterprises understand and adopt solutions that enhance engagement across contact centers, service channels, and customer journeys. Keith has specialized in operational and technological advances in customer communications, including speech technologies, intelligent virtual assistants, multichannel routing, and customer journey management. His expertise covers systems that are used to manage agents, optimize customer interactions and develop enterprise-wide customer experience strategies. Over the course of several decades, Keith has guided enterprises in building and monetizing customer engagement, as well as utilizing technology in ways that deliver measurable business value.