December Editions of Newsletter and Podcast Out Now

It’s a new month, and time for the last editions of both my newsletter and podcast for 2024 - JAA’s Communications and Collaboration Review, and my Watch This Space podcast, finishing up its 7th season.

If you’re not a subscriber, signing up to my newsletter is easy - JAA’s Communications and Collaboration Review - the signup page is here.

For my Watch This Space podcast, you can subscribe on all the major platforms, or listen to any episode directly here on my website, or here on the dedicated WTS website.

This month’s episode is a first for us, with a review of a sci-fi classic novelette, With Folded Hands. If you’re wondering where things are heading with AI, this will be time well-spent, along with our review of recent events and 2024 highlights - you can check out the December podcast here.

Next Webinar - with NICE - AI, Automation and the Customer Journey

I’ve been working on a few fronts with NICE about this topic, and we have a webinar coming up on Dec. 12 to talk it through. I’ll be leading with a presentation, and will be in conversation with Elizabeth Tobey. We make a good team, and hope you can join us! Details are here, along with the registration form to attend.

New Webinar with Zoom - The AI-Driven Workplace

I recently recorded another on-demand webinar for VentureBeat, this time in conversation with Gary Sorrentino from Zoom. Moderated by Thom Langford, we discussed how today’s “workplace” has been evolving, and the impact AI is having both for workers and organizations in general. AI is more than just technology, and we touched on related issues such as generational change, hybrid work models, and what constitutes productivity in today’s workplace.

The webinar has been posted now by VentureBeat, and here’s the registration link. I hope you give it a listen, and happy to hear your thoughts as well.

Next Webinar - with NICE on Digital Self-Service

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.

Next Webinar - Where to Invest for Long-Term Contact Center Success

Quiet month before summer ends, but September will be busy, and even more so for October. Got a new webinar here to pass along - I’ll be speaking with RingCentral, and it’s hosted by ICMI, so I’ll be in good company.

There’s so much to talk about in the contact center space, and I hope you’ll join us for our take. The webinar is on Sept. 27 at 2pm ET, and here’s the registration page.

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!

Next Webinar - Contact Center Market Update for CCSC

I’ve recently connected with John Heiberger, and one of his hats is running the CCSC - Contact Center Solutions Consortium. This community serves to share knowledge that helps contact center leaders make better buying decisions. They run regular virtual webinars, and I’m going to be the presenter for the next one, which is this week - Thursday, April 27 at 1pm ET.

Basically, I’ll be providing an overview of the state of play in this space, which we all know is being transformed in a variety of ways. The webinar is generally for members-only, but am sharing here because John will consider non-member requests on a case-by-case basis. The details are here, and maybe I’ll see you there.

Shout-out for UCX USA Event - Guest Video Spot

If you don’t know, UK-based UC Expo is launching its first US event this September, and I’ll be speaking there. To help build awareness and interest, they’ve produced a webinar series, UCX USA Talks, and I was one of their guests recently.

The theme was “how to keep your customers and employees happy in 2023”, and serves as a preview for some of what to expect when this show runs in Austin. I hope you check it out - along with other Talks in their series - and maybe I’ll see you there. Here’s the landing page on their site, along with the direct link to watch it on Vimeo.

New Series from NICE: ChatGPT Created This Webinar

Just a heads-up about a new series that I’m part of with NICE. In case you can’t get enough about Generative AI and what-it’s-all-about, they’ve put together a four-part webinar series.

The first episode is out now, and I was a guest for the second one, where I was in conversation with John Willcutts. That episode was released this week, and there are two more coming over the next few weeks.

I hope you check them all out, and to do that, you need to register here. As always, feedback and sharing welcome.

My Next Webinar - Feb. 28 at 2ET - The UCaaS Opportunity with SkySwitch

Sorry for the short notice, but I’ll be presenting on webinar tomorrow about the value of white label UCaaS to help channels grow their business. I’ll be joined by speakers from sponsor SkySwitch, and the webinar is being presented by Channel Futures. Here’s the registration page, and hope you can join us.

Next Webinar - with NICE - Tapping AI Beyond Chatbots

Got another webinar to share here. This one is with NICE, and it draws on a recent white paper I did for them. As the title in the visual below shows, we’ll be exploring the bigger picture for AI in the contact center, and why it’s much more than chatbots.

I’ll be joined by Lauren Maschio from their Product Marketing Team, and the early response has been really great, so it should be well-attended. It’s happening next Thursday, January 26 at 11 ET, and here’s the link to register.

Next Webinar - Jan. 12 - 2023 Crystal Ball for Collaboration with IR

That’s the next webinar on my schedule - running next Thursday, Jan. 12 at 11am ET. I’m one of three analysts talking about the big trends we see happening this year around collaboration, along with IR’s CEO, John Ruthven. That would be fellow BCStrategies colleagues, Blair Pleasant and Kevin Kieller.

I hope you can join us, and the registration details are here.

Next Webinar - with Servion and Cisco; Driving Digital Transformation in the Contact Center

This is the first in a series of webinars I’m doing with Servion, with this one featuring Cisco, highlighting Webex Contact Center. I’ll be talking about trends driving the need for digital CX, and the audience is largely invite-only. However, I’m able to get the word out to my followers, and details to register are here.

The webinar is running Thursday, August 11, but the cutoff to register is Aug. 3. Since this isn’t a totally open event, Servion will review registrations as they come, and then determine who is a good fit beyond the participants they are bringing themselves.

Next Webinar - June 9 with Servion

I’ve been on a webinar roll lately, and this time it’s with Servion. They’re a key partner for Cisco, and we’ll be talking about the rise of digital CX, along with what contact centers need to do to support that. Attendance, however, is limited - if interested, please register here, and Servion will get back to you if you meet the profile they’re looking for.

Next Webinar - with LumenVox, Talking Speech Tech, May 25

If you don’t know, I present an annual update on the state of enterprise speech tech at Enterprise Connect, and I’ll be staying on that track for this upcoming webinar. This time around, I’ll be presenting and in conversation with LumenVox CEO/founder, Edward Miller on a webinar moderated by No Jitter’s Eric Krapf.

In particular, we’ll be examining the pros/cons of going with a purpose-built speech recognition platform as opposed to using the native capabilities that all the major cloud providers have. It’s a timeless topic in tech, and with speech tech coming into its own now with AI, there’s a lot to talk about. We go live at 2pm ET on May 25, and to join us, all the registration details are here.

My Next Webinar - with Five9, May 26

Got a few webinars/events coming up, and here’s the first one on that list. This one is with Five9, and it’s on May 26 at 1pm EST. The topic is focused on how UCaaS and CCaaS together makes for better CX, and it’s for the Canadian market - but you’re all welcome to attend, so here’s the registration page with all the details.

I don’t have a cool banner to add here for a visual, so in honor of yesterday being Five9 Day (May 9 - doh), thought I’d use my special Five9 show-us-your-swag photo. :-)

My Next Webinar - with Vonage and the CPaaS Opportunity

I’ve been working with Vonage on a white paper for some time, and it’s coming to market very soon. Without giving it all away, I’ll be talking about the highlights on this webinar, where the main focus is about how CPaaS capabilities can open up new opportunities for channels in migrating their customers to the cloud. The podcast is running next Thursday, February 10 at 11ET, and all the details are here if you’d like to register and join us.

My Next Webinar with Ingram Micro Canada - Guiding Your Customers to Hybrid Work

My next webinar is for a targeted audience, so it’s not open to all, but it’s another opportunity to share my views about hybrid work, and in this case, how channels can help their customers adapt. There’s a lot of ground to cover, and if you’re a Canadian reseller looking to do this, you might find this Ingram Micro Canada webinar of interest. I’ll be presenting next Tuesday, July 6 at 2pm, and details to register are here.

My Next Webinar with NovelVox - Digital Strategy to Transform Customer Service

You may not know NovelVox, but they’re a good under the radar vendor, and I’m doing an educataional webinar with them on July 22. The focus will be the growing role of digital channels to improve CX - customer experience - and the importance of having a strategy to use them effectively. More details are here, along with how to register. Hope you can join us!

My Next Webinar with TelcoBridges - Contact Center as a Service: Challenges and Successes

Time for another webinar, covering the white-hot contact center as a service - CCaaS - space. This one is with TelcoBridges, a vendor I’ve known for ages, and it’s good to see them doing well.

The main focus of my talk will be on what’s driving CCaaS adoption, and what service providers need to do to be successful. As always, it’s harder to do than it looks, but things should get a bit easier after joining us, right? The webinar is on Tuesday, May 25 at 11am ET, and all the details to register are here.