An Executive Perspective

How have new modes of work and communication changed the nature of these
various experiences? Are the changes going to be a permanent part of the
business landscape? 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.