Ventana Research Analyst Perspectives

About the Analyst

Keith Dawson

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include: agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was 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.

Recent Posts

Are DXPs Really Needed in a CX World?

Posted by Keith Dawson on Jul 20, 2021 3:00:00 AM

Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX. Software for managing inbound interactions and customer issues is being gathered into CX suites sometimes described as Customer Experience Management (CEM). On the marketing side, the phenomenon is seen in the creation of Digital Experience Platforms (DXPs).

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Topics: Customer Experience, Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing, Conversational Marketing

ServiceNow Brings Customer Workflows with Automation and Intelligence

Posted by Keith Dawson on Jul 20, 2021 3:00:00 AM

Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workflows and automation. Vendors, like ServiceNow, have been innovative in developing new technologies for managing self-service and field service, and providing agents with contextually relevant information during interactions. The new technologies brought to bear on this include artificial intelligence (AI) for knowledge search and delivery; agent assist and guidance tools; and SMS-centric customer messaging.

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Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, AI and Machine Learning, subscription management, agent management

CX Suites Focus on Managing Customer Experiences

Posted by Keith Dawson on Jul 14, 2021 3:00:00 AM

When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle. In the past, how we spoke about customers was largely determined by the limited view of what transpired during short, contact center interactions. Customer experience (CX) evolved as a way to incorporate more facets of behavior into an assessment of the customer’s ultimate value and intent than is possible by looking only at an isolated interaction.

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Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, Digital Commerce, subscription management, agent management, intelligent marketing, Conversational Marketing

Twilio is Vendor of Merit in Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jul 8, 2021 3:00:00 AM

We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Amazon has Merit in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jul 7, 2021 3:00:00 AM

We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management