Customer Experience Management and the Future of Work

How can organizations balance the growing ability to automate interactions with the power of the human element and the need to maintain authentic customer relationships? What are the key technologies organizations must adopt now to succeed as the future of work changes? How can customer experience leaders maintain agent engagement when workforces are geographically distributed? Should call centers reconsider their key success metrics as customer experience becomes an enterprise-wide priority and responsibility?

Join Keith Dawson of Ventana Research and Kelly Koelliker of Verint as they talk about these questions and more on this episode of the Ventana Research Podcast.

This podcast is sponsored by:


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About the Speakers

Keith Dawson VRKeith Dawson

VP & Research Director
Ventana Research

Keith Dawson is responsible for Customer Experience (CX) research, covering technology that facilitates engagement to optimize customer-facing processes. His focus areas include agent management, contact center and voice of the customer, along with technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language speech tools and the wide array of customer analytics.

Kelly KoellikerKelly Koelliker

Director, Content Marketing

Kelly Koelliker is director of content marketing at Verint with a focus on contact center workforce engagement solutions. With more than 15 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.