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 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.
Karyn Furstman, VP, Experience Management, Verint
Karyn has over 35 years experience in CX Management,
strategy, brand management, research & insights, marketing, product
development, training, process, and CRM within financial services companies and
marketing agencies. Karyn has held multiple Chief Customer Officer (CCO)
positions in banking, insurance, and technology companies and has consulted
with a spectrum of consumer and B2B companies. Karyn was a founding board
member and board chair of the Customer Experience Professionals Association
(CXPA). She is a Certified CX Professional (CCXP), XM Professional (XMP), Lean
certified and a Six Sigma Master Black Belt.
Karyn has an expertise within financial services in banking
and P&C insurance, serving as Chief Customer Officer at Safeco Insurance (a
Liberty Mutual company), JP Morgan Chase, Washington Mutual, and Bank of
America. She has also held management positions in multiple international
advertising agencies. Karyn is certified in Lean and Six Sigma, and has led CRM
strategy and execution, corporate learning organizations, digital
transformations, and marketing & communications teams.