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August 13 - 15, 2012
New York Marriott Marquis
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Biographical Information
Keith Dawson
Practice Leader
Customer Engagement
Ovum
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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.
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SpeechTEK 2012
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Bronze Sponsors
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Co-located with:
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