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.

I recently authored a white paper for NICE about digital self-service, and in support of that, there’s a webinar coming on Aug. 8. I’ll be presenting along with Elizabeth Tobey, sharing highlights from the paper, along with how contact center leaders should be thinking about how AI is transforming what’s possible now with self-service. Details are here, and I hope you can join us.