JAA'S Analyst Blog - Current Posts

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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.

I've been working recently with Upstream Works, an emerging player in the contact center space with a strong focus on improving the customer experience. We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value.

The paper was just published today, and details are here on their website to get it. There will be more messaging around this on social media, and if you get a chance to read it, I'd welcome your thoughts, and I'm sure Upstream would too.