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.

Book reviews are a different kind of writing, and I’m always up for different and creative challenges. First off, this isn’t a review of the whole book - it’s just one chapter, but it’s the one I think my readers will find the most interesting.

The back story is part of the review, but here’s the teaser. Today, a long-awaited book was launched, titled Empathy in Action, co-authored by two luminaries from Genesys - Tony Bates and Dr. Natalie Petouhoff. You may have caught some of the buzz already, but I was brought to the table earlier to review an advance copy and write about my perspective as an analyst.

That’s the lead-in, and the full review is running now on BCStrategies, where I’ve long been a BC Expert. If you’re wondering about why CX and DX are buzzwords in the contact center space, I think you’ll find this a good read. As always, your comments are welcome, and am sure the Genesys folks would love it if you checked out book.