Contact Center Modernization

Keith leads the Customer Experience (CX) expertise at Ventana Research, now part of ISG, covering applications and technology that facilitate engagement to optimize customer-facing processes across marketing, sales and Customer Relationship Management (CRM). His focus areas of coverage include agent management, contact center, customer experience management, field service, intelligent self-service and voice of the customer. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and a wide array of customer analytics. Keith’s experience spans over two decades as an industry analyst and as 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.

Martin Mitrega leads our EMEA Collaboration and Experience Solution Centre which guides our clients through transformation of their tradition workplace and collaboration models to achieve their digital & IT agendas. He is an expert in the area of Workplace of the Future, where he has a broad knowledge of current trends and developments in the market. In his role, Mr. Mitrega offers market insights, evaluates IT & digital strategies, designs future target operating models, and structures and negotiates the partnerships with new vendors to deliver digital & technology services.

Roman Pelzel is a thought leader and trusted advisor with more than 25 years of experience in leading and facilitating digital workplace strategies and technologies as well as ITIL/value-driven service management in different business areas (insurance, automotive, utilities, e-commerce). He has made it his mission to sustainably connect talent and technology by helping organizations transform their digital workplaces into a digital work state experience that put people first. Roman is a recognized expert in workplace management technologies as well as hardware and software rollouts. He contributes to his clients' success with his comprehensive expertise gained in various roles, combining leadership, coaching and technical skills.