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.

Sometimes my thought leadership outputs are publicly shared right away, sometimes never at all, and yet other times only after a delay in time. This last scenario applies to my latest white paper, and most recent white paper done for Cisco.

The topic speaks to the growing need for businesses to think about CX in broader terms than the contact center. Things are changing quickly in this space and this white paper is a good example of how vendors are trying to educate the market in terms of how to respond.

My white paper was published back in April this year, but was only used internally by Cisco, and wasn’t promoted to other circles. That has recently changed, however, and during last week’s high-profile Webex One event, Cisco included the white paper in their set of resources for channels and end customers.

If you attended the event, you can access the white paper by logging in and going to the Resources section. The white paper is listed there, along with a public link where no further registration is required.

For everyone else - or those who can’t be bothered to log in again to Webex One - here’s a direct public link to the white paper. If you give it a read, I’d love to hear your thoughts, as I believe the contact center is on the verge of some major transformation, and this is an example of what’s coming.