Keith Dawson
Director of Research, Customer Experience
Book Keith Dawson- Contact Center
- Field Service and Self-Service
- Journey and Orchestration
US
Available for In-Person and Virtual events.
Sample Keynote Topics:
- The New Contact Center Software Stack
Why the center of gravity is shifting beyond the traditional routing engine. - AI, Self-Service and the Future of Service Operations
Where automation improves efficiency without losing the customer context. - Field Service as a Customer Experience Strategy
How on-site service shapes loyalty, perception and operational performance.
About Keith Dawson
Keith leads the Customer Experience (CX) expertise at Ventana Research, now part of ISG, covering applications and technology that facilitate engagement to optimize customer-facing processes across marketing, sales and Customer Relationship Management (CRM). His focus areas of coverage include agent management, contact center, customer experience management, field service, intelligent self-service and voice of the customer. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and a wide array of customer analytics. Keith’s experience spans over two decades as an industry analyst and as the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.
