CX Technology Guide

Dash Network’s inaugural edition of the CX Technology Guide is an invaluable free resource for Customer Experience practitioners and professionals exploring the CX technology landscape. The primary objective of the guide is to demystify CX technology platforms by providing easy to understand explanations and relevant use cases that CX practitioners can reference as they develop and fine tune their own long-term CX initiatives.

Authored by Dash Research Principal Analyst Keith Kirkpatrick, the 47-page CX Technology Guide explores many important themes and considerations including:  

  • What is CX?
  • How Can Technology Support CX Efforts?
  • How to Design a CX Program
  • Selecting CX Platforms and Applications
  • CX Software Evaluation and Deployment Strategies
  • Potential Pitfalls with CX Software
  • CX Software Readiness
  • Managing the CX Software Purchasing Process
  • Recommendations
  • Vendor Company Profiles

The CX Technology Guide also features important case studies that showcase successful applications of these technologies within a variety of industry sectors including retail, e-commerce, telecommunications, transportation, professional sports, media and entertainment, and insurance.

Who Should Download:

  • CX leaders and Practitioners
  • Technology/IT managers
  • Software Buyers/Decision Makers
  • Data Managers
  • Marketers
  • Technology Vendors


Author Information

Jonathan brings over 18 years of executive management and revenue generation experience in digital media publishing. He co-founded Dash Network, an integrated research and digital media news platform in 2021 and joined The Futurum Group through acquisition. Prior, Jonathan spent 10 years with Light Reading & Heavy Reading, a digital media, research, and events company serving the global telecommunications market, where he was Chief Sales Officer. Light Reading was acquired by Informa Group in 2016 and Jonathan served as Chief Revenue Officer and Managing Director of Informa’s Light Reading Network, which included media brands such as Light Reading,, Security Now, Connecting Africa, The Connected Car, and Broadband World News, and over a dozen event brands including The Big 5G Event and 2020 Vision Executive Summit.

Jonathan holds a Bachelor of Arts from University of Colorado’s School of Journalism as well as a Recording Engineering Degree from the Conservatory of Recording Arts & Sciences.


If you would like to download this resource, please log-in or register for an account.

User Registration

Register for the site

This field is for validation purposes and should be left unchanged.

Related Resources:

Avoiding Common Pitfalls with CX Design and Implementation
17 Leaders Provide Insights to Success and Predictions for the Future CX Market