An Executive Perspective

Why are digital contact channels so important in today’s contact center, and how should organizations be thinking about the shift from voice to digital? What new technologies and tools are becoming important based on these changes and the new environment centers find themselves occupying? 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, digital commerce and subscription management. Keith’s specialization is in natural language speech tools and the wide array of customer analytics.