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.

Personal events have put work on the back burner the past couple of weeks, but am slowly getting back to things. I’ve had a few new things in the works that I’ll start sharing over the next few days, with the first one being an exec Q&A I recently did with Rob McDougall, CEO of Upstream Works.

I’ve been doing work with them for a few years now, and Rob was certainly early with AI. A lot of that is finding its way into Upstream’s offerings now, but more importantly, Rob has a pretty good perspective on how contact center leaders need to be thinking about AI. We’re certainly of like mind about these things, and I hope you enjoy our conversation.