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.

Got one more panel to tell you about for next week's ITExpo in sunny Miami. This is the third panel I'll be moderating, and it should be a lot of fun. As consumers, most of us can vouch for less-than-perfect contact center experiences, and our expectations sure are changing with smartphones and social media. Whether you're in the contact center space or just a frustrated customer, you really should come out to our session.

Joining me will be fellow Torontonian, Shai Berger of Fonolo, along with Rick McFarland of Voice4Net and Tina Valdez from TeleTech. We'll be presenting on Wednesday at 1:30, and you can find us in Room B210. Our session is part of the CE track - Customer Engagement - and you can read all the details here. See you there!