An Executive Perspective

What is the relationship between the agent experience and the customer experience?

How does the change in available tools and infrastructure impact how organizations manage agents and through them, customer relationships?

What should contact center professionals know about the role of analytics and data in the new environment?

Read the Q&A.


Keith Dawson

VP and 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.