Deliver Exceptional Customer Care Across All Channels

Keith Dawson

Practice Leader
Customer Engagement

Keith Dawson leads Ovum’s customer engagement team, where he covers contact center technologies, including infrastructure, software, and services. His particular interest in recent years has been the customer experience: how to measure it, and how companies can manage that experience to their advantage. Keith covers emerging service delivery technologies, including speech analytics and proactive outbound and advanced workforce optimization tools, all with an eye to understanding how organizations can best allocate resources and optimize customer satisfaction. He speaks frequently on these topics at industry conferences and webinars. 

Customer Service Experience 2015
Tuesday, August 18, 2015
11:45 a.m. - 12:30 p.m. Five Steps to Greater Customer Loyalty

Customer Service Experience 2014
Tuesday, August 19, 2014
10:45 a.m. - 11:30 a.m. Preserving the Experience: The Customer as a Channel-Hopper

Wednesday, August 20, 2014
10:00 a.m. - 10:45 a.m. PANEL: Getting Proactive to Reduce Customer Effort

Customer Service Experience 2013
Monday, August 19, 2013
4:15 p.m. - 5:00 p.m. PANEL: What to Expect From Mobility and the Empowered Customer

Customer Service Experience 2012
Monday, August 13, 2012
4:15 p.m. - 5:00 p.m. New Approaches to Unshackling Interdepartmental Silos