Keith Dawson

Principal Analyst
Customer Engagement

Keith Dawson is part of Ovum’s customer interaction 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 use the contact center to 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.

Prior to joining Ovum, Keith was Industry Director in the Contact Center practice at Frost & Sullivan. In four years there he wrote the primary market reports on ACDs, IVR/voice portals, outbound dialers, and hosted services. He analyzed survey results comparing consumer service satisfaction across different verticals and created forecasts for new sectors, including analytics and proactive customer communications.

Keith was previously the editorial director of Call Center Magazine, where he pioneered coverage of offshore outsourcing and the expansion of the service industry into a multibillion-dollar market. He is author of The Call Center Handbook, first published in 1996.

He is a graduate of Amherst College with a B.A. in English Literature.