JAA’s Analyst Blog is an award-winning and industry go-to that chronicles Jon’s involvement and thought leadership in a variety of subjects in the fields of telecom and technology sector. Call today for more information - (416) 907-8659
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.
Been doing a variety of 2024 year-ahead pieces - writeups, videos and podcasts. Here’s the latest one - a podcast I recorded with Matt Harris at UK-based EM360. Much to discuss for what I think is coming for 2024, and I hope you give it a listen - it just went live today.
Going into the last month of the year, it’s time for the final 2023 editions of my newsletter and podcast, both of which went live yesterday.
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 click to listen to the current episode here. The topics Chris and I discussed are timely, and hopefully thought-provoking, and we hope you check all of this out.
Am a bit off schedule for November publishing, but new editions of JAA’s Communications and Collaboration Review newsletter, and the Watch This Space podcast are out now. If you don’t know, October was a very travel-heavy month for industry events, and covering that was the main focus of the podcast. We also talked about the state of hybrid work, and why this is a great time to be an entrepreneur - I hope you check out the latest episode.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Hoping you’ll check both out, and would love your feedback any time.
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.
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.
Having been away on vacation all last week, the August editions were published a bit later than normal. However, they’re out now, so this post is an fyi for JAA’s Communications and Collaboration Review newsletter, and the Watch This Space podcast.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Hoping you’ll check both out, and would love your feedback any time.
With the long weekend earlier, the July editions were published a bit later than normal. However, they’re out now, so this post is an fyi for JAA’s Communications and Collaboration Review newsletter, and the Watch This Space podcast.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Hoping you’ll check both out, and would love your feedback any time.
Still catching up from being offline last week, and here’s another ICYMI shout-out.
I recently did a white paper for Enreach about the growing role of mobility for collaboration, and soon after its release, Doug Green interviewed me about it for his widely-followed Telecom Reseller podcast. We get along quite well, and if this topic is of interest, I think you’ll enjoy our conversation. I sure did!
The June editions of JAA’s Communications and Collaboration Review, and Watch This Space podcast are out now.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Hoping you’ll check both out, and would love your feedback any time.
I told you I had a lot of new content to share, and am slowly getting all of it out now.
This post is the first of a two-part podcast series with Cresta, a company that has been doing a lot in the contact center space with Generative AI. The series is being hosted by UK-based EM360, where I’m a regular contributor. For Part 2, I’ll be in conversation with their CEO, Ping Wu, and that should be out in the next couple of weeks. Until then, I hope you check out Part 1 with CMO Scott Kolman - it just went live yesterday.
I’ve recently completed another guest podcast with NICE, and their ongoing CX Pulse series.
Telecom fraud has been on my radar quite a lot lately, and this episode touches on how it impacts the contact center, along with how agent training and AI can help mitigate the threats.
This is a big topic for sure, so for a one-off podcast, it’s pretty high level, but hopefully this will start some important conversations about a topic nobody really likes talking about.
CX Pulse episodes aren’t searchable on NICE’s site, but having been recently published, mine is the most recent episode as of today, so it shouldn’t be hard to find, and then just click there to listen.
Another option - Apple Podcasts is one way to subscribe to CX Pulse, and they provide dedicated URLs for each episode - here’s the link for mine. Either way, I hope you check it out, and would love to hear your thoughts.
The May editions of JAA’s Communications and Collaboration Review, and Watch This Space podcast are out now.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here.
Our focus this month was on current industry events, along with growing concern about AI, and how technology is reshaping the fan experience at sporting events - and not necessarily in a good way.
On my website, there are now archives for both the newsletter and the podcast, so it’s easy to find earlier editions of each there. We’re into Season 6 of the podcast, so there’s a lot on offer in the archive if you want to check out earlier episodes.
It’s time for the April editions of JAA’s Communications and Collaboration Review, along with my Watch This Space podcast.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Our focus this month was on a variety current industry events, and the current state of enterprise communications.
On my website, there are now archives for both the newsletter and the podcast, so it’s easy to find earlier editions of each there. We’re into Season 6 of the podcast, so there’s a lot on offer in the archive if you want to check out earlier episodes.
I try to keep to a schedule for publishing on the first week of each month, so it’s time for the March editions of JAA’s Communications and Collaboration Review, along with my Watch This Space podcast.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here.
On my website, there are now archives for both the newsletter and the podcast, so it’s easy to find earlier editions of each there. We’re into Season 6 of the podcast, so there’s a lot on offer in the archive if you want to check out earlier episodes.
I’ve got a new podcast to share, this time with NICE. Am back for another episode of CX Pulse, hosted by Amelia Earhart, and this time we’re talking about the bigger picture for how AI is - and can be - deployed in the contact center.
There’s no direct link to specific episodes, so you have to scroll through their web page, but since mine is recent, it’s near the top - “AI in the Contact Center”. Also, there is a direct link for Apple Podcast subscribers, or here on Spotify, so those are other ways to access it.
Happy 2023, all! As busy as 2022 was, this year is already looking like more of the same. Lots to write about and lots to talk about, and the latest from my end can be found in the current editions of JAA’s Communications and Collaboration Review and my Watch This Space podcast.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or just pick up the current episode here.
Also, if you’re not familiar with my website, there are archives now for both the newsletter and the podcast, so it’s easy to find earlier editions of each there. The current edition of WTS marks Season 6 of our podcast, so there’s a lot on offer in the archive if you want to check out earlier episodes.
Last week, I was a guest analyst on UK-based Big CX News, hosted by Charlie Mitchell. He had a full panel of thought leaders, and it was fun sharing all of our perspectives on some recent big news items. Hope to do it again soon, and hope you check it out - here’s the link.
The December issue of JAA’s Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. As the thumb below shows, Chris and I did a roundup of the November events I attended, along with our 2022 takeaways. Hope you like it!
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or just pick up the current episode here.
If you’re not familiar with my website, there are archives for both the newsletter and the podcast. The refresh for the podcast archive is almost complete, so it’s very easy to find and listen to earlier episodes there. For the newsletter archive, the updates are mostly done, but haven’t gone live yet - coming soon!
UK-based EM360 enlists me to host podcasts with their sponsors from time to time, and for this episode, I was in conversation with Mark Sher from Intermedia. There’s a lot of ground to cover with cloud migration, and in the case of UCaaS - as well as CCaaS - the challenge is educating the end buyer about the rationale.
This is very much a you-can’t-get-there-from-here story, and for anyone still on the fence about cloud for business communications, you’ll want to check our podcast out. I’ve long had a nice rapport with Mark, and I hope you’ll enjoy the discussion. Here’s the link, and if you like what’s on tap, I’m sure Mark and his team would love to tell you more.
I usually publish these on the first Tuesday of the month, but with all the travel happening now, things had to slide for one day, but they’re running now. The timing is also impacted by how the calendar falls, and for November, the first Tuesday happens to be on the 1st, and I usually don’t have everything ready on the 1st of the month. I don’t have any sponsors, so nobody is cancelling contracts on me, and subscribers haven’t bailed, and best I can tell, the world is still turning.
So, the November issue of JAA’s Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. As the thumb below shows, Chris and I did a roundup of the various industry events running the past few weeks. I could easily do an episode on each event, so we only touched on a few high points.
If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or just pick up the current episode here.
If you’re not familiar with my website, there are archives for both the newsletter and the podcast. The refresh for the podcast archive is almost complete, so it’s very easy to find and listen to earlier episodes there. For the newsletter archive, the updates are mostly done, but haven’t gone live yet - coming soon!
J Arnold & Associates is an Independent Technology Research and Analyst, helping businesses understand the strategic value of communications technology as they adapt to the digital transformation of work
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