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.

It’s time for my next No Jitter post - wearing my BCStrategies hat - and I based it on takeaways from three recent industry events - NICE, Genesys and Twilio. Each is doing different things around the space we currently call the contact center, but just like we don’t make a lot of phone calls on our smart phone, customers now engage with businesses in many ways - not just via the contact center.

This space is ripe for reinvention, and my post talks about a few ways that this is happening now. You can read it here, and would love to hear your thoughts.