Principal Analyst, Customer Experience & Commerce, 451 Research
Keith Dawson is a principal analyst in 451 Research's Customer Experience & Commerce practice, primarily covering marketing technology. Keith has been covering the intersection of communications and enterprise software for 25 years, mainly looking at how to influence and optimize the customer experience. Prior to joining 451 Research, Keith had stints as an analyst at Frost & Sullivan and Ovum, and served for many years as the editorial director of Call Center Magazine. He has written several books and countless articles on technology, and is a frequent speaker and presenter on issues related to customer engagement and the intersection of marketing, sales, service and support. He is a graduate of Amherst College with a BA in English Literature.