JAA'S Analyst Blog - Current Posts

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Still feeling the vibe from last week's Energy Thought Summit in Austin, and am increasingly optimistic that utilities will figure this transformation out as they modernize for the digital world. We think of the Internet as being all-important, but it's not compared to the true necessities of life. After food and water, nothing matters more than power, and as this becomes more of a demand-driven market, it's really interesting watching how utilities adapt.

There are parallels happening in the customer care space, and Cisco is at the forefront of how vendors are adapting to changing demands and expectations from the marketplace. Contact centers are assessing the business value of the cloud and new approaches like omnichannel, as well as trying to figure out how to map the customer journey before their customers wander off someplace else.

Am going to Chicago tomorrow for a short analyst event with Cisco focused on customer care, and look forward to hearing where Cisco is on their own journey to strengthen their hold on the contact center market.