JAA'S Analyst Blog - Current Posts

Since the relaunch, JAA's traffic has been really growing, as is our following, and your support is greatly appreciated! For those who have signed up for the blog via RSS, we hope you continue following, and sharing with others is also appreciated.

You should also know that the majority of JAA's thought leadership is published on sites other than this blog, and the best way to follow my broader coverage is to subscribe to my monthly newsletter.

A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

Sure has been busy lately. This is the 6th piece of original, new content I’ve shared this week - writeups, webinars and video - plus I contributed to a podcast yesterday that will air next week; and my December newsletter and podcast went out last Friday. Yes, I’m glad it’s Friday!

I’ve just finished up a 3-part Strategic Insights series for Upstream Works, and Part 2 has been posted now on their website. It’s gated content, so it just takes a minute to fill out the registration form. However, if you want an analyst’s perspective on why digital CX is so important for contact centers, I’ll think you’ll find this a good read.

Part 1 can also be downloaded from their site, and I just finished writing Part 3, and it should be posted in the next week or so. As always, comments are welcome, and I’m sure the folks at Upstream Works would love to hear from you!