Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes across marketing, sales, and CRM (Customer Relationship Management). His focus areas of coverage include agent management, contact center, customer experience management, field service, intelligent self-service, voice of the customer, and where related technology supports the experiences and interactions with 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. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was 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.