Keith Dawson

Keith Dawson - VP & Research Director, Customer Experience at Ventana Research. Opinions may be related to my work, but are all my own.

[Keith Dawson @KdawsonVr]

@csg_i @CSG Bill Explainer uses generative AI in service of very well-defined business goals, in this case helping customers avoid costly agent interactions by using self-service. #cx #customerservice

[Keith Dawson @KdawsonVr]

An unbelievable week at #NICESummit in beautiful Peru... Many thanks to everyone at @NICELtd
, especially @ChrisIrwinDudek, @EinatWeiss, @BarakEilam. The view of Machu Pichu is extraordinary. Also, llamas!

[Keith Dawson @KdawsonVr]

An unbelievable week at #NICESummit in beautiful Peru... Many thanks to everyone at @NICELtd, especially @ChrisIrwinDudek, @EinatWeiss, @BarakEilam. The view of Machu Pichu is extraordinary. Also, llamas! https://t.co/qil7Y3dcKL

[Keith Dawson @KdawsonVr]

Congrats to @Calabrio on their Exemplary showing in @ventanaresearch's Agent Management Buyer's Guide! #cx #contactcenter https://t.co/SyYxBI124p

[Keith Dawson @KdawsonVr]

Congratulations to @ContentGuru on their showing in @ventanaresearch's Contact Center Suites Buyers Guide! #contactcenter #cx https://t.co/txkV8q6NCs

[Keith Dawson @KdawsonVr]

This case study of @Staples experiences with @akeneopim is an interesting illustration of how #CX and #pim work together to uplift business outcomes. https://t.co/B46m02vvmk

[Salesforce @salesforce]

Sure, AI hallucinations can give you a good laugh. But they are undesirable outcomes that indicate a problem in the generative model's outputs.

Brush up on the ABCs of artificial intelligence: https://t.co/QAiKKnmSs4

[Akeneo @akeneopim]

What did our 2023 B2C Survey reveal? Consumers crave #omnichannel experiences, not just digital! In fact, 77% of buyers have browsed products in-store but purchased online. See the full report > https://t.co/hkDrKVOasz

#PIM #productexperience #productinformation

[Keith Dawson @KdawsonVr]

My latest white paper on Winning and Retaining the Modern Customer is out! Check it out at https://t.co/YiDKz9BqFl #cx #contactcenter @NICELtd

[Keith Dawson @KdawsonVr]

My thoughts about the changing processes around #CX, with @Verint https://t.co/S01WaaUhW7

[Keith Dawson @KdawsonVr]

Check out this article from @akeneo on improving the omnichannel customer experience: https://t.co/lRbgnQo112 #cx

[Keith Dawson @KdawsonVr]

What Is a Unified Customer Profile? @Salesforce has some thoughts: https://t.co/NIxr7tAIaq

[Keith Dawson @KdawsonVr]

My latest Viewpoint: Modern Customers Call for Modern CX Processes
https://t.co/FDrWLHulKo @Verint

[Keith Dawson @KdawsonVr]

Congrats to @Akeneo for its innovation and success!

[Akeneo @akeneopim]

Exciting news! Akeneo has been named an Overall Leader in the Ventana Research Value Index for Product Information Management. Learn more here: https://t.co/9knjvEzp2d

#Akeneo #PIM #VentanaResearch #ValueIndex #productinformation #productcloud #productexperience #px

[Keith Dawson @KdawsonVr]

An idea worth exploring is the notion of the customer service value chain, put forward by @ServiceNow in this really interesting article: https://t.co/5Bd0Q8PdYi

[Keith Dawson @KdawsonVr]

We recently evaluated Product Experience Management tools. See what we said about @Akeneo: https://t.co/lK943ANAaS

[Keith Dawson @KdawsonVr]

Cloud vs premise isn't a binary choice for contact centers. You can work with a hybrid deployment and gain some advantages of both. My white paper with @Avaya: https://t.co/yp96hZx3o7

[Keith Dawson @KdawsonVr]

You can still check out the conversation I had with @NICE on how to increase customer engagement using self-service and knowledge management. https://t.co/1h6hFJrAuS

[Keith Dawson @KdawsonVr]

Interesting blog post about customer support in financial services from @Zendesk: https://t.co/zOiRZUpECg

[Keith Dawson @KdawsonVr]

We recently evaluated 22 CXM software suites, see what we said about @Zoho: https://t.co/1g3nkTtzSN