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About Keith Dawson
Director of Research, Customer Experience
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.
Articles by Keith Dawson
Buyers Guide - Executive...
Contact Centers for Retail 2025 Buyers Guide Executive Summary
Keith Dawson
Sep 4, 2025
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Contact Centers for Insurance 2025 Buyers Guide Executive...
Keith Dawson
Sep 4, 2025
Read MoreBuyers Guide - Executive...
Contact Centers for Healthcare 2025 Buyers Guide Executive...
Keith Dawson
Sep 4, 2025
Read MoreBuyers Guide - Executive...
Intelligent Self-Service 2025 Buyers Guide Executive Summary
Keith Dawson
Sep 4, 2025
Read MoreBuyers Guide - Executive...
Customer Interaction Analytics 2025 Buyers Guide Executive...
Keith Dawson
Sep 4, 2025
Read MoreBuyers Guide - Executive...
Agent Management 2025 Buyers Guide Executive Summary
Keith Dawson
Sep 4, 2025
Read MoreBuyers Guide - Executive...
Contact Centers 2025 Buyers Guide Executive Summary
Keith Dawson
Sep 4, 2025
Read MoreAnalyst Perspectives
How Contact Centers Will Use Agentic AI for CX
Keith Dawson
Aug 27, 2025
Read MoreAnalyst Perspectives
The Tricky Relationship Between Personalization and Customer...
Keith Dawson
Jul 30, 2025
Read MoreAnalyst Perspectives
Adobe Applies Agentic AI to Customer Journeys
Keith Dawson
Jun 4, 2025
Read MoreBuyers Guide - Executive...
Knowledge Management 2025 Buyers Guide Executive Summary
Keith Dawson
Jun 3, 2025
Read MoreBuyers Guide - Executive...
Customer Journey Management 2025 Buyers Guide Executive Summary
Keith Dawson
Jun 3, 2025
Read MoreBuyers Guide - Executive...
Customer Experience Management 2025 Buyers Guide Executive...
Keith Dawson
Jun 3, 2025
Read MoreAnalyst Perspectives
Conversational Automation’s Impact on AI and CX
Keith Dawson
May 15, 2025
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The Consequences of AI-Induced Head Count Reduction for...
Keith Dawson
May 8, 2025
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Are Your CX KPIs Built to Measure Outcomes or Activity?
Keith Dawson
Apr 30, 2025
Read MoreAnalyst Perspectives
NICE Orchestrates AI and Automation for Customer Journeys
Keith Dawson
Apr 22, 2025
Read MoreBuyers Guide - Executive...
Power and Utilities Field Service Buyers Guide 2025 Executive...
Keith Dawson
Mar 26, 2025
Read MoreBuyers Guide - Executive...
Manufacturing Field Service Buyers Guide 2025 Executive Summary
Keith Dawson
Mar 26, 2025
Read MoreBuyers Guide - Executive...
Field Service Proactive Maintenance Buyers Guide 2025...
Keith Dawson
Mar 26, 2025
Read MoreBuyers Guide - Executive...
Field Service Management Buyers Guide 2025 Executive Summary
Keith Dawson
Mar 26, 2025
Read MoreBuyers Guide - Executive...
Field Service Customer Engagement Buyers Guide 2025 Executive...
Keith Dawson
Mar 26, 2025
Read MoreAnalyst Perspectives
Zoho Evolves Portfolio for Enterprises Using AI
Keith Dawson
Feb 20, 2025
Read MoreAnalyst Perspectives
There Are Gaps in the CX Toolkit Waiting to Be Filled
Keith Dawson
Jan 14, 2025
Read MoreAnalyst Perspectives
What Open Platforms Mean for Contact Centers
Keith Dawson
Nov 12, 2024
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Verint Focuses Bots on Contact Center Outcomes
Keith Dawson
Nov 5, 2024
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Contact Center AI Gain Traction: Profitable Use Cases
Keith Dawson
Oct 29, 2024
Read MoreBuyers Guide - Executive...
Contact Center Basic Buyers Guide 2024 Executive Summary
Keith Dawson
Sep 30, 2024
Read MoreBuyers Guide - Executive...
Contact Center Advanced Buyers Guide 2024 Executive Summary
Keith Dawson
Sep 30, 2024
Read MoreBuyers Guide - Executive...
Agent Management Buyers Guide 2024 Executive Summary
Keith Dawson
Sep 30, 2024
Read MoreAnalyst Perspectives
CCaaS, CPaaS or UCaaS for CX? It Doesn’t Matter.
Keith Dawson
Sep 18, 2024
Read MoreBuyers Guide - Executive...
Contact Center Suites Buyers Guide 2023
Keith Dawson
Aug 23, 2024
Read MoreBuyers Guide - Executive...
Customer Experience Management Buyers Guide Executive Summary...
Keith Dawson
Aug 8, 2024
Read MoreBuyers Guide - Executive...
Customer Journey Management Buyers Guide Executive Summary 2024
Keith Dawson
Aug 8, 2024
Read MoreAnalyst Perspectives
Businesses Need a More Expansive View of Self-Service’s Value
Keith Dawson
Jun 20, 2024
Read MoreAnalyst Perspectives
Zendesk Shifts the Conversation from Service to Enterprise CX
Keith Dawson
Mar 20, 2024
Read MoreQ and A
How to Boost Customer Experience by Improving the Agent...
Keith Dawson
May 17, 2023
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Workable Solutions to Contact Center Capacity Shortfalls (Q&A)
Keith Dawson
Apr 18, 2023
Read MoreQ and A
Choosing a CCaaS for Small and Mid-Sized Organizations Q&A
Keith Dawson
Jul 21, 2022
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