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’ve been a guest contributor to Contact Center Pipeline for some time, as well as being a member of their Advisory Board.

Getting Past the AI Hype is my latest article, running now in the January 2025 edition.

There’s great content in the current issue, which covers a lot of ground for the big themes and challenges facing contact centers in 2025. I hope you read my article, and here’s the link to explore the rest of the issue. If you like what you see, you can easily sign up for free to get the digital edition.

A good starting point would be long-time colleague Brendan Read’s overview - What Will 2025 Bring for Contact Centers? It’s a compilation of insights from various thought leaders - myself included - thanks - and here’s the link to read it. Plenty to digest in this issue, and am sure the CCP folks would love to hear from you.