Keith Dawson

Keith Dawson

Keith Dawson is a principal analyst in 451 Research's Customer Experience & Commerce practice, primarily covering marketing technology. He was previously part of Ovum's customer interaction team, where he covered contact center technologies, and industry director in the contact center practice at Frost & Sullivan. Keith was previously editorial director of Call Center Magazine. He is author of The Call Center Handbook, first published in 1996.

Articles by Keith Dawson

Service and marketing teams can and should work together to map customer journeys as a way of improving all elements of their relationships.
Posted November 16, 2018

Chatbots are the future of customer interaction, and they are already here.
Posted October 20, 2017

Is it time to admit that marketing is going to be the major player in making contact center strategy over the next 10 years? It is, and it's already happening.
Posted July 15, 2016

It's time to look at more than just price when comparing cloud and on-premises platforms.
Posted April 22, 2016

Knowing how your business reacts to change can help you prepare for new challenges.
Posted January 15, 2016

Social media is really here as a customer contact channel. Here's what the new service world is going to look like.
Posted October 23, 2015

If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you.
Posted September 08, 2014

While the technology to perform realtime decisioning has arrived, contact centers have so far been slow to adopt it. However, realtime decisioning is poised to become a differentiator for enterprises looking to drive collaboration and improve the customer experience.
Posted November 20, 2013

Faced with outdated technology, many contact centers are looking to update their systems. Here are some factors to take into consideration before you make your next upgrade.
Posted September 10, 2013

TCO analysis looks good for large enterprises.
Posted March 11, 2013