New Guest Post for Aizan - My Take on the EU AI Act

AI may be the most transformational technology we’ll see in our lifetimes, and I’m keenly interested in how we can strike a balance between the classic push-pull of innovation and regulation. We’ve been down this path before - notably VoIP - and the story with AI isn’t much different.

I recently wrote a guest post for Aizan Technologies on this topic, specifically for the EU AI Act, which was just put into law last month. The EU has taken the lead on developing a regulatory framework for today’s digital technologies, and the AI Act is the latest chapter.

There’s a lot to unpack here, and it should serve as a template for the US to follow, but that’s another - messy - topic for another time. That aside, I hope you give the article a read, and would love to hear your thoughts - here’s the link - and while you’re at it, feel free to check out the other articles on their site.

Next Stop Update 1 of 2 - Zoho Analyst Day, McAllen, TX

Tomorrow starts a travel run of 5 industry events in 4 weeks, so there’s a lot of packing and planning to do, not to mention delivery stops for the newspaper. I’m SO analog, I know.

First stop is McAllen, Texas - definitely a new locale for me, and it’s home to Zoho’s analyst event, which will also be a first for me. The borders for the contact center space are becoming ever-more fluid, and that applies both ways. Not just for vendors outside this space adding CCaaS, but for contact center vendors reaching into the enterprise. I’ll have more to say about that after taking in the sessions, so stay tuned.

New Guest Post - Tianjin Port: Leading Edge of 5G, AI and IoT

I recently blogged here about my visit to Tianjin as part of a media tour to China in late September. Since then, I’ve also done a guest post for Silverlinings that goes into more detail about what makes their smart port so special.

My main focus as an analyst is communications technology, but interestingly, the world of Industry 4.0 makes use of the same core technologies - 5G, AI and IoT - but in very different ways. If you want to learn more about what that looks like for the smart port space, I think you’ll find my article a good read, and to see it in action, I posted one of my video clips on the above-cited blog post.


New Podcast - Insights on CX and AI with NICE

Got another CX Pulse podcast to share. This is my latest one with NICE, where the discussion covered an all-too-familiar - but very timely - topic - the role of AI in shaping CX and the contact center.

We were just able to touch on a few themes, but if you give it a listen, I think you’re find it of interest - along with the many other episodes on their site. For my current episode, here’s a direct link via the Apple Podcasts site.

Tianjin, China Smart Port Visit – Quick Post, Video and Pix

Last month, I was back in China on another media tour, where the main focus was a site visit to a smart port facility. This is very much the world of Industry 4.0, and while quite different from my everyday analyst work in enterprise communications, the underlying technologies are pretty similar. In particular, that would be cloud, 5G, AI and even IoT.

Data is the common denominator across all of these, and the more data you can capture, the more effective these technologies can be. That’s certainly the case for enterprise communications, customer experience and future of work in general, and equally so for the myriad of use cases related to Industry 4.0.

The latter was on full display in Tianjin, China, where I was part of a private group tour of the Tianjin Port Groups’ (TPG) site. This is the sixth largest port operation in China, but is arguably the world’s most advanced in terms of deploying smart technologies. Using 5G networks and cloud-based AI applications, the level of automation has to be seen to be believed.

These technologies power a fleet of 76 autonomous cargo vehicles that seamlessly move shipping containers to and from the docks, where gantry cranes load and offload cargo with incredible precision. In the parlance of transportation logistics, these vehicles – known as Intelligent Guided Vehicles (IGVs) – are a use case for horizontal transport, where all the movement is on the ground.

To go a step further here, another use case would be vertical transport, such with elevators or escalators, but that’s not the focus here. The logistics world takes many forms, and there is no shortage of great use cases for cloud, 5G and AI. Given the scale of operations like TPG, however, the complexity is mind-boggling, and if these technologies can win the day here, there really isn’t much that they cannot handle.

Taking all that into account, this is an IoT use case of the highest order. TPG is a world-class showcase for what’s possible with the right technology, along with a sense of purpose to automate a critical linchpin for today’s global supply chains. This isn’t to diminish the value of these technologies to power UCaaS and CCaaS platforms, but Industry 4.0 applications like smart ports really do take things to another level.

I feel fortunate to have the opportunity to experience TPG first-hand, and I think my readers will find this of great interest. Now that I’ve told you a bit, I’m now going to show you a bit. Below is a short video clip I took during the tour, and the ballet-like flow of movement speaks for itself. Everything you see is fully automated, and the only sound you’ll hear is the hum of engines and the wheels of commerce turning.

Following that are a few of my many photos, and I hope you enjoy them. If you want to learn more about my TPG visit, I’m working up a full-length article that will soon run in a leading tech publication, so stay tuned.

Next Speaking Slot - Digital Transformation, CX and AI

I can talk a long time about this mix of themes, but for this session, we only have 45 minutes, and there will be three of us. No matter - am happy to be there - and worth noting this will be a new event for me.

The event is called Digital CxO Summit - it’s a one-day virtual event on Wednesday, September 13, at 1pm EST. I’m new to this group - Techstrong - and they have several other events that may fall into my orbit later this year.

Let’s see how this one goes first, and if you want to attend, registration details are on their site. For more detail about the panel session, here’s the Agenda link, and if you scroll down to 1pm, you’ll see it there.

Latest Podcast - AI and the Contact Center, with Cresta

I recent engaged with Cresta for a two-part podcast series, talking with their executives about the growing role of AI in the contact center, its business value to them as a vendor, and how it helps improve customer service.

The latest episode was just published by EM360 - the host of this series - where I was in conversation with Cresta’s co-founder and CTO, Tim Shi. Here’s the link, and I hope you give it a listen - and if you like it, you’ll probably want to check out the first episode, which I did with their CMO, Scott Kolman.

My Next Webinar with NICE - Using AI to Drive CX

Am back for another NICE Talks webinar, next Thursday, July 20 at 11am ET.

As with last time, I’m paired with Lauren Maschio, and we’ll be drawing from a recent white paper I wrote for them around the role AI is playing now to drive customer experience, aka CX. We’ve got a lot of ground to cover, and hope you can join us - register here!

Extreme Networks Influencer Summit - Quick Take and Pix

Another week, another event, but I’ll be home now for the rest of April. This was my first time attending an Extreme Networks event, and this was their first one just for “influencers”, which includes analysts, consultants and media. To varying degrees, each of these groups are influencers, but that topic is best left for another time.

Just have a short window at the airport now until my flight goes, so this will be quick. My first impressions were very positive, and kudos to my hosts Tom Fitzpatrick and Wes Durow for putting on a great event. We were a small group - by design - and the time was well-spent. I may not be a networking guy, but I follow it well enough to understand how it drives business value, and as digital transformation marches on, the possibilities really open up.

In due time, I plan to write a few pieces to explore that, both overall, and for specific use cases, such collaboration and hybrid work. There are strong parallels between what they’re envisioning in terms of outcomes with all this hyper-connectivity, and Future of Work, which is one of my cores areas of focus. More coming on that soon, and until then, here are a handful of my photos.

CEO Ed Meyercord talking about how the network has become strategic now - definitely - and what really turned Extreme around was shifting from being engineering-focused to being customer-focused. Good plan. Next - Amy Aylward, VP Corp. Marketing (off camera, sorry), moderating a panel with Extreme execs about how the market has changed with exponentially more data now to manage - “new ways, better outcomes”. Last - demo session on opening night.

Yes, it’s true - everything is old in Boston - well, almost. The ballpark may be well into its second century, but there’s lots of cool innovation happening here. We got a great tour of the stadium, but also a closer look at the technology Extreme provides; and to tell us about it, we had Randy George on hand, VP Tech Operations with the Red Sox. More specifically, fellow SCTC colleagues Scott Murphy and Tom Brannen pointing out one of the 800 access points Extreme has running at Fenway to provide incredibly rich data about everything going on there via our mobile devices. A bit scary, but a data geek’s playground.

Purple is the color scheme here - nice touch. Things never stand still in our world, so during the briefings yesterday, I managed to work in two video spots - both to review highlights from last week’s Enterprise Connect. First, Steve Leaden, hosting his regular live Fireside Chat - Wednesdays at noon - so being onsite, I joined him for the segment. This is for SCTC members - Extreme is one - and replays are available for members on our website. Finally - I did a segment with Zeus Kerravala for his ZKast video series, where we also talked about Enterprise Connect takeaways. Here’s Zeus setting up the camera before doing our chat. If you don’t follow Zeus, you really should, and I’ll share this once it comes out.

NICE Things Come in Small Packages - Analyst Summit Preview

Analysts get all kinds of swag - much of it is the same, and some is better than others. Here’s one, though, that I won’t be getting traders of. We graciously accept all of this at face value, but it’s always great to see creativity and fun, and NICE really stands out for me in that department.

October is going to be a full month of travel, so there’s a lot to prepare for. One of these stops will be for NICE’s 2022 Analyst Summit, held in Marrakesh, Morocco of all places. This is one of those times where we get spoiled a bit, but in return, they’ll have our full attention while we’re there.

Most travel can become a grind going to familiar cities and airports, but this one falls more in the adventure category, at least for me. So, to help build that anticipation of going to an exotic locale, I got a small package at the post the other day.

Can’t say I already have a magic lamp, but yup, I’ve got one now. More aptly, it should be called Barak’s lamp, after NICE’s CEO, Barak Eilam. I know he’s in there - I can hear him “wishing” me a good trip to Morocco, but I don’t have the secret password yet to release the genie. If that magically happens and my three wishes are granted, I might update you - or not. :-)



3 Building Blocks for Greater CX - My Latest on No Jitter

For my latest No Jitter writeup, I shared some takeaways from the recent NICE Interactions event, especially the main messaging from CEO Barak Eilam’s keynote. The creativity around his talk warrants a post of its own, but for now I’m just focusing on his vision for how contact centers need to evolve. It’s running now on No Jitter - hope you like it!


Next Webinar with Light Reading - Harnessing Innovation to Overcome Uncertainty

I’ve been on another level of busy since Enterprise Connect, and here’s the latest. I’m speaking on panel with some Huawei USA executives about the importance of innovation for addressing a variety of global challenges. This goes beyond workplace productivity and customer experience, where technology innovation can be a force for global change that impacts everybody.

Should be an interesting discussion, and will be moderated by Light Reading’s Ken Wieland. There will be a lot of talk about how Huawei is innovating, but also to take a broader look at the role big tech companies can play in making the global economy more sustainable. The webinar is a live event, running next Friday - April 29 - from 11am to 1pm EST. Registration details are here - and hope you can join us.

Spring VON3 - Virtual Event Next Week - Web3, Creator Economy and Future of Communications

If you don’t know Jeff Pulver, then, well, that’s your homework. Nobody explores what’s next like Jeff, and all of a sudden, it’s VON3 next week. Apologies for not getting the word out sooner, but it’s a packed lineup, and all the details to register and attend are here on the event website. Hope to see you there!

I was part of the last VON3, which ran in January, and several of those speakers are back, along with many new faces. This time around, I’ll be speaking on three sessions, one for each day:

Monday - 3:30 PM - 3:45 PM - Workstream Collaboration: A New Approach to Serve the Modern Workforce, in conversation with JR Guerrieri, CEO of Nynja

 Tuesday - 3:40 PM - 4:10 PM - Future of Work, back again with long-time podcast partner Chris Fine, Founder & CEO, Integrative Technologies

 Wednesday - 3:40 PM - 4:05 PM - Voice in the Metaverse Roundtable, with Bret Kinsella, Founder & CEO of Voicebot.ai & Roger Kibbe & David Colleen, CEO SapientX


On the Set in NYC - Twitter Live Event with Huawei USA

It’s one thing to do a livestream event from the comfort of home at your desk, but it’s something else doing it in a studio with a full production crew. That’s where I was yesterday in New York, doing a Twitter Live event, and while the finished product looks seamless, there was a lot of makeup involved, and all the magic happens behind the camera.

In terms of our topic, the focus was on cybersecurity, and the pressing need for a global, standards-based effort to mitigate the risks we all face with any form of online activity. I led the discussion along with Andy Purdy, CSO for Huawei Technologies USA, and we’re pictured below just before going live with our host, Kimberlee Bradshaw, also with Huawei USA.

The Twitterverse traffic was healthy, and I think everyone was pleased with the result. If you’d like to check out the replay, here’s the link - it runs about 30 minutes.

Spotlight on Global Supply Chain Management: Lessons Learned from the Semiconductor Chip Shortage

Long-time followers of mine know that every so often I’ll write about topics outside my everyday focus on collaboration, contact center and future of work, and this is one of those times. Given how the semiconductor shortage impacts just about everything we do in our digital lives - both at home and at work - the distance between here and my usual topics of interest isn’t as far as you might think. I’ll leave that for you decide, and otherwise, I’d love to hear your thoughts on a timely subject that is much bigger than tech.

The global shortage of semiconductors that began in 2020 is expected to continue into 2022, and its impact is far greater than most people realize. While closely followed in technology circles and the business press, the underlying causes are not well understood by the general public, and there is a bigger story to consider than a shortage of an electronic components that consumers will likely never see or touch.

Today’s economy is increasingly global, where both production and consumption seamlessly cross borders, and supply chains are highly interdependent. When supply and demand are in reasonable balance, this model works well in terms of consumers having choice, innovation and affordability.

However, when disruptions occur, the fragilities of these interdependencies can become exposed, creating a ripple effect of problems that go beyond commercial interests. The current semiconductor shortage is more than just instructive as to why resilience is so important for global supply chains, but also for how we collectively respond to events that pose real threats to our sustainability as a planet.

What’s the big deal about semiconductors?

This fundamental question lays the foundation for understanding why global supply chain issues are bigger than keeping our economies growing.  The importance of semiconductors becomes more evident in the context of digital transformation, a meta-trend that all enterprises are adapting to. Driven by advances in cloud technologies, the products and processes from the analog world are quickly becoming digitized. As such, digital transformation is re-shaping every sector of the economy and every facet of our daily lives.

The end game is for all people, devices and machines to become digitally connected, and the common thread for all of this is the semiconductors which power every electronic device imaginable. As the pace of digital transformation accelerates, so does the demand for electronic devices, and as Figure 1 below shows, semiconductors are used across many sectors of our economy.

Figure 1 – Global Semiconductor Use by Market Sector

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Source: 2020 State of the US Semiconductor Industry, Semiconductor Industry Association

Aside from semiconductors being so pervasive in today’s digital world, the complexity of the underlying technology and production process makes this sector arguably more reliant on supply chains than any other in our globalized economy. The manufacturing infrastructure is extremely capital-intensive, R&D investment is never-ending, and the production materials must be sourced from a wide range of countries.

While the US has long-dominated this sector, recent events that gave rise to the semiconductor shortage have made clear that no single company or country can effectively manage the entire supply chain.

What actually happened in 2020 to create this problem?

No supply chain is perfectly efficient, and when disruptions occur, there is usually just one of them, and the problems can be quickly rectified. Being a pandemic, COVID-19 impacted most global supply chains, and in the case of semiconductors, it was a major trigger event, but not the only one.

While the pandemic can conveniently explain away many 2020 disruptions, it was exacerbated by other forces that also impacted the global supply chains that semiconductors are so heavily reliant upon. The key factors behind the current semiconductor chip shortage are summarized below, and while other elements were in play, it should be evident why this combination represents a perfect storm scenario.

Changing habits and consumption patterns. The pandemic forced an unprecedented shift to home-based working and living that will likely persist for the remainder of 2021. Most households have adapted to this new normal by now, and along the way, we have seen major spikes in demand for PCs, tablets, mobile phones, smart TVs, gaming consoles, other electronic devices, and with that the cloud-based services that make all of these activities possible.

5G roll-out. While it’s too early to tell if or when the highly-touted promise of 5G will be realized, the wireless carriers are all-in, making massive investments in their networks. This is only one half of the equation, of course, and for the associated services and revenues to flow, subscribers need 5G devices. The smartphone space is hyper-competitive, and in the lead-up to 5G, the vendors have been under intense pressure to have their latest models ready now.

Crypto-mining. The Bitcoin space continues to be highly volatile, and while it may be a secondary factor behind the semiconductor shortage, it aligns very well with the digital transformation theme that is central to my analysis here. Digital forms of currency are struggling to displace traditional forms of money, and the effort behind Bitcoin remains significant. Most notable for that effort is the massive amount of both GPU and CPU horsepower required for crypto-mining, adding another layer of hyper-demand during 2021 for semiconductors.

Plummeting demand for vehicles. Compounding all these spikes in demand was this sudden drop, also due to the pandemic. Aside from so many people being forced to work from home, the new social distancing behaviors led to a major shift from in-person activity to online. As consumers, we did far less shopping and travelling, with the net result being reduced demand for buying vehicles. Traditional supply chain forecasting models for this industry could not adapt quickly enough to this unforeseen change, and as the pandemic has eased in recent months, the chip shortage has constrained the ability of auto makers to ramp up production as demand has finally returned.

Geopolitical tensions. Free trade isn’t free, and it’s not hard to understand why sectors like semiconductors are of strategic importance to market leaders like the US and China. Domestic economic policies in these particular countries – Buy American Act (BAA) and Made in China 2025 (MIC 2025) respectively – may serve to protect R&D investments and to some extent domestic employment, but they don’t align well with the supply chain needs that underpin the global semiconductor sector.

Implications for semiconductors and beyond

Globalization is an entrenched reality for any modern economy, and with the efficiencies that come with digital transformation, trade will largely remain borderless, and supply chain interdependency will only increase.

Given the pervasiveness of semiconductors, the combination of forces outlined herein underscore how fragile supply chains can be, as well as the ripple effects that follow when unexpected gaps develop between supply and demand.

In terms of implications – not just for manufacturers, but also consumers and policymakers – here are two calls to action from the perspective of a technology analyst; not just for semiconductors, but for any sector that depends on global supply chains.

1.         Supply chain resilience should be of paramount concern

As we are seeing with semiconductors, there is both controllable and uncontrollable risk – for supply as well as demand – all of which must be considered. Nobody foresaw the pandemic, nor were the repercussions anticipated.

What started as an isolated health outbreak in late 2019 will continue disrupting the semiconductor space into 2022 and likely beyond. Even with uncannily prescient planning, this scenario could not have been entirely avoided, but given the importance of these chips for the global economy, a more coordinated, collaborative approach to supply chain management would have mitigated the fallout.

To be effective, it’s important to note that this approach must go beyond the industry players, who are essentially driven by economic interests. Globalization is not sustainable if defined solely by winners and losers, and business continuity must extend to all, not just the dominant few.

This is where a balance is needed between the innovation of the private sector and principled policy-making of the public sector. To further strengthen – and build trust in – global supply chains, industry-based standards are needed so there’s a common set of rules. Getting alignment across all these vectors can take decades, but as the semiconductor fallout has shown, the stakes are too high for bilateral or even unilateral decision-making to set the course for an entire industry.

2.         Globalization is bigger than trade and supply chains

Strong supply chains are vital for international trade to flourish, and the semiconductor sector is a great example, since it is the most complex form of production ever created, and the degree of global interdependence among suppliers is unparalleled. When supply and demand are in harmony, it is easy to take the efficiency of this space for granted.

However, when disruption occurs – and in this case, several forms at once – behaviors change and priorities shift from cooperation to survival. Without strong guardrails to maintain a common focus on supply chain resiliency, the ability of the leading players to formulate an effective global response becomes diminished.

As important as semiconductors are to our digital economy, they are just products of technology. The planet has lived without them for thousands of years, and life will carry on when a successor technology displaces them. Supply chains are critical for this sector, but globalization is more than just creating efficient markets for trade.

The real benefits that help create a better standard of living for everyone come from knowledge sharing and innovation that all players contribute to. In theory, this form of globalization should be easy to do, but as we’ve seen from the chip shortage, the practice is more difficult to achieve. The call to action here is to look beyond the world of semiconductors and consider the global response needed for our survival.

COVID-19 was the first true health pandemic in 100 years, and this requires a different response from an epidemic that is localized to a single country or region. Despite the wonders of modern science to quickly create vaccines, global supply chain issues have proven a major impediment to an otherwise solvable problem.

The challenges presented by climate change are no different, and every corner of the world is being impacted by extreme forms of weather we cannot predict or control. Global knowledge sharing and innovation has never been more important, especially if you hold that view that climate change is human-induced. As these disruptions continue, it should be clear that the only way to develop effective responses is through a collective, global approach.

Best practices that come from making supply chains more resilient can surely be applied to global issues like climate change, world hunger and disease management. There should be little doubt that these problems will only persist, and they pose far greater risks to our global well-being than having to wait a few weeks for the latest gaming console.

UCX: Now - May 19-20, Next Speaking Opp

Next week is the 2021 edition of UCX: Now, and am on the program again. This time, I’ll be speaking on a panel led by colleague Kevin Kieller, and we’ll be exploring how enterprises can manage all the data that’s now being captured in the workplace, thanks to AI and cloud. Big issues to explore, and we hope you can join us. Details for the session and registering for the event are here - if you can attend our session, it’s at 11am ET on Wednesday, May 19.

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My Next Webinar with Huawei - 5G for Enterprise Digital Transformation

It’s a busy month for webinars, and here’s the next one - Wednesday, March 10 at 2pm ET.

Am back for another webinar hosted by Huawei, and it’s about the promise of 5G for carriers to help enterprises with digital transformation. This is a pretty broad topic, and I’ll be joined by two other panelists - Will Townsend of Moor Insights and Strategy, and Tony Rutkowski of Netmagic Associates - along with Sean Kinney of RCR Wireless News as moderator.

Should be interesting, and I hope you can join us - details are here to register.

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Oracle Startup Idol - Am Judging Again

This one kinda crept up on me, as the event is at noon ET today, and am back serving to judge another round of startup pitches from the Oracle for Startups program. This time around, we’ll be hearing from ATLAS, Cognicor, HEARTio, Reengen, SmartHint and Tracifier.

These are all new companies to me, and there’s a lot of AI, healthcare and sustainability in the mix, along with a bit of blockchain. All very in-the-moment, and looking forward to be a part of this again.

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The Accelerated Need for Digital CX in 2021 - My Latest for Upstream Works

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!

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What Contact Centers Can Learn from the Tampa Bay Rays

How’s that for a catchy title?

It’s exactly what it sounds like, and it’s all about analytics. Baseball fans know about Moneyball, and based on research I’ve been doing on contact center reporting, my view is that there’s too much focus on reporting and not enough on analytics. The latter approach seems to be working pretty well for teams like the Rays, who were certainly competitive in this year’s World Series, against a far more talented and expensive LA Dodger juggernaut.

If you’re just meh about the topic, then don’t bother reading my latest article, but if I’ve piqued your interest - and maybe hit on a pain point (no pun intended) - then I hope you check it out. There’s a lot more to talk about, but the article is running now in Customer Magazine, and if you give it a read, I’d love to hear your thoughts.

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