NICE Orchestrates AI and Automation for Customer Journeys

NICE Orchestrates AI and Automation for Customer Journeys

Tuesday, April 22 2025

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About the author

Keith Dawson
Keith Dawson

Keith leads the Customer Experience (CX) expertise at ISG Software Research, covering applications and technology that facilitate engagement to optimize customer-facing processes across marketing, sales and Customer Relationship Management (CRM). His focus areas of coverage include agent management, contact center, customer experience management, field service, intelligent self-service and voice of the customer. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and a wide array of customer analytics. Keith’s experience spans over two decades as an industry analyst and as the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.

 
 

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