ISG Research Speaker Bureau
Keith Dawson
Director of Research, Customer Experience
Bring ISG Research perspective on customer experience, contact center modernization, journey orchestration, self-service and field service into your next event, webinar, podcast or executive program.
Speaker profile
Customer experience and service technology expertise
Keith leads ISG's Customer Experience research, covering the applications and technologies that optimize customer-facing processes across marketing, sales and CRM. His expertise spans natural language and speech tools, intelligent virtual assistants, multichannel routing, journey management and customer analytics.
Keith is well suited for programs focused on how organizations can modernize service operations, improve customer engagement and use automation without losing customer context.
Speaking topics
Sample topics Keith can speak to
Keith can help audiences understand how customer experience, contact center modernization, self-service and field service technologies are changing service operations.
The New Contact Center Software Stack
Why the center of gravity is shifting beyond the traditional routing engine.
AI, Self-Service and the Future of Service Operations
Where automation improves efficiency without losing the customer context.
Field Service as a Customer Experience Strategy
How on-site service shapes loyalty, perception and operational performance.
Perspectives
Latest Analyst Perspectives from Keith Dawson
Explore Keith's latest perspectives on customer experience, contact centers, service operations, self-service and field service technology.
Analyst Perspective
May 28, 2026
Vonage Finds an Alternate Route to CCaaS
The contact center market is no longer organized around the same buying logic that defined it for decades. While enterprises still need...
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Analyst Perspective
April 21, 2026
Contact Centers Are an Industry in Denial
I recently attended Enterprise Connect, a significant industry conference covering contact centers, customer experience (CX) and telephony....
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Buyers Guide Research
Related Buyers Guide Research
Explore related ISG Buyers Guide™ research connected to Keith's coverage areas, including customer experience, contact centers, service operations and field service.
Buyers Guide
February 6, 2026
Field Service Management
CX
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