Keith Dawson is an experienced professional in customer experience technology, currently serving as Research Director at ISG since November 2023, where key contributions include authoring vendor evaluations and providing strategic guidance on customer engagement. Previously, Dawson held the role of Vice President & Research Director at Ventana Research, focusing on emerging technologies and market dynamics within the customer experience domain. With a background as Principal Analyst at both 451 Research and Ovum, Dawson directed research on digital transformation initiatives and contact center technology evolution. Earlier roles at Frost & Sullivan involved leading research during significant market transitions, while experience as Editorial Director at CMP Media included shaping industry discourse on contact center operations. Dawson holds a Bachelor's degree in English Language and Literature from Amherst College.
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