Kelly Koelliker, Senior Director, Content Marketing, Verint
Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.
Keith Dawson, VP and Research Director, Ventana Research
Keith leads the expertise in Customer Experience covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus on all aspects of contact center, marketing and sales as well as areas of applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent VA, multichannel routing, journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.