September Writing Roundup

Lots in play during September, and almost all of it was doing podcast and video spots. For the bigger picture, all of this is covered in my newsletter, but in short, there was just one public writeup for September, and it was on my blog. More to come this month, though!

Verint Engage 2024 - Quick Pix and Top Takeaways, my blog, Sept. 27

New White Paper - Digital Self-Service for NICE

Got another white paper to share - this one is for NICE, and the topic is about self-service. More specifically, with legacy forms of this being so limited, the focus is about digital self-service, and how these new capabilities can play a bigger role in making CX - customer experience - better.

As the title says - “it has to be better” - and to find out why, I hope you check it out for yourself. Here’s the link, and it just takes a moment to register first.

Latest White Paper - The Supervisor Opportunity for CX

Aside from traveling to industry and vendor events, I work with many vendors to provide various forms of thought leadership and go to market support - that’s mainly how I make my living.

NICE is one of those vendors, and my latest work with them is a white paper, which was recently published. I don’t have the exact date, but was likely around late March. AI is transforming the contact center space in many ways, and there is no shortage of angles to explore.

For this white paper, the focus is on supervisors, a role that tends to be in the shadows when considering use cases for AI. Well, it turns out this is a really important use case, and to better learn why, I hope you give this a read. As with most white papers, registration is required on the vendor’s website - it just takes a moment, and follow-on comments are welcome, as always.

New White Paper - Being Strategic When Deploying AI in the Contact Center

Still catching up on new thought leadership to share - been doing a lot of that lately, but with so much travel, it’s been hard sharing about them in a timely manner. Here’s one, though, that is timely. My latest white paper for NICE was just published yesterday, and it’s getting a lot of traction already.

So, ICYMI, it’s out now, and here’s the registration page to access a copy. Sorry, but long-form content like this is usually gated, but it just takes a minute to fill out the form, and you’ll have it to read in no time.

New White Paper on Enterprise Mobility - for Enreach

I’ve got another white paper update to share - this one was done for Enreach, a leading EU mobility and platform provider.

Mobility has long been a challenge in the collaboration space, but more importantly, Enreach feels what’s really needed is an integrated approach to manage all forms of enterprise communications. That’s their strong suit, and my white paper examines the trends that drive the need for this approach. Mobility is a big part of the story, but it’s not the whole story.

The white paper was published yesterday, and I hope you give it a read. Here’s the press release they issued with the backstory, along with a link to download the paper. Would love to hear your thoughts, and am sure Enreach will too!

An Enterprise-Wide Approach to Connected Customer Experiences - My Latest White Paper for Cisco

Sometimes my thought leadership outputs are publicly shared right away, sometimes never at all, and yet other times only after a delay in time. This last scenario applies to my latest white paper, and most recent white paper done for Cisco.

The topic speaks to the growing need for businesses to think about CX in broader terms than the contact center. Things are changing quickly in this space and this white paper is a good example of how vendors are trying to educate the market in terms of how to respond.

My white paper was published back in April this year, but was only used internally by Cisco, and wasn’t promoted to other circles. That has recently changed, however, and during last week’s high-profile Webex One event, Cisco included the white paper in their set of resources for channels and end customers.

If you attended the event, you can access the white paper by logging in and going to the Resources section. The white paper is listed there, along with a public link where no further registration is required.

For everyone else - or those who can’t be bothered to log in again to Webex One - here’s a direct public link to the white paper. If you give it a read, I’d love to hear your thoughts, as I believe the contact center is on the verge of some major transformation, and this is an example of what’s coming.

My Latest White Paper - Mitel - CX Challenges in Pandemic Times

This white paper has been in the works for some time with Mitel, and has launched today. To support it, they’ve issued a press release, and you can read about the details there. Being long-form content, the white paper is gated on their website, and here’s the registration page to download it.

I’m involved with two other efforts to support the white paper, with the first being a Twitter Chat, today at 11am ET. I’ll be joined by Shameem Smillie and Matthew Clare from Mitel, and to tune in, the hashtag is #MitelChats.

I’ll also be presenting highlights from the white paper on a webinar that will likely be in early January - details to follow.

My Latest White Paper - RingCentral Video and Fixing the Meetings Milieu

This one has been a long time coming, but it’s finally public. As part of RingCentral’s recent launch of RingCentral Video, I was commissioned to produce white paper, mainly to explain the problem set around meetings, and the various ways video brings value to make them more effective.

My white paper was written earlier this year, and was finalized in late March, just around the official launch of RingCentral Video. I would have loved to tell my followers about it then, but it hasn’t been published until now. The good news is that RingCentral has made it a public document, just like all the other content posted to the Resources section of their website, so there’s no download or registration required.

If you’d like to read it, here’s the link to the Resources page, and just scroll down a ways, and you’ll find it, titled: Fixing the Meetings Miieu with a Video-First Digital Collaboration Experience. If for some reason, you can’t find it, drop me a line, and I can provide a copy.

My Latest White Paper - Leveraging Cloud Communications for SMBs

I write my fair share of white papers, and when combined with a webinar, they can be effective demand generation tools for vendors and providers. My latest one here is with 8x8, where I prepared a white paper focused on how cloud can really help SMBs take advantage of today’s UC offerings.

I did a well-attended webinar with them about this topic in December, and the white paper has now been published. They produce a lot of these, so you might want to review more than just mine. For now, though, my message is to say that my white paper is posted now, and here’s the link to download it from their site.

No doubt, 8x8 would love to hear from you if you’re considering cloud communications, and I’m always here if you want learn more about how I help companies get to market faster.

My Latest Cisco White Paper: AI in the Contact Center

If you follow me, you'll know I've been way busy lately. Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper. My job is provide objective, balanced insights, and hopefully you'll reach that conclusion after giving it a read.

The white paper is publicly-available now on Cisco's website, and you can access it here, under the Cisco Finesse tab. Your comments and inquiries are welcome, and any sharing would be greatly appreciated.

My New White Paper - Real-Time Collaboration and Proactive Customer Service

Been plenty busy the past few months, and have just finished up white papers for two clients. One of them is CafeX, a contact center vendor I've been following for a while. They've developed some strong real-time applications with an analytics layer that can really help contact centers cope with today's CX requirements. 

The white paper is titled "The Value of Real-Time Collaboration and Analytics to Drive Proactive Customer Service", and was just launched yesterday. Here's the link to download it from their website, and if you do that, I'd love to hear your thoughts.

My New White Paper for Vonage Business: The Communications Gap

This is one of several posts I need to write to clear the backlog while the cutover was happening from my old blog to this new site where the blog has now been integrated. It will take some time for my followers to find their way here, but I can also tell you that the new site is broadening my reach, so I'm also adding new followers.

Aside from working on this new site, I've been plenty busy with client work, including Vonage Business. I'm doing few things with them, with the first being a white paper to help enterprises understand the business value of UC. 

The white paper is titled: "The Communications Gap - It's Business and It's Personal", and has been featured on their website since launching a few weeks back. Response so far has been great, and you'll be hearing more about it as their go-to-market campaign unfolds.

All the details about the paper are on the Vonage Business website under the Mid-Market and Enterprise tab. Once there, scroll down a bit, and you'll see references in a few places, including a  large-sized call-out quote from me, my photo and a registration page to download the paper. Here's the link, and it won't take long to find the details. Let me know if any difficulties, and can get you a copy if the registration isn't working for you.