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.

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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.

Got a few posts to catch up on for sharing after travel to back-to-back events the past two weeks. This one is for the latest Tech Transformed podcast with EM360. For this episode, I interviewed Nikola Mrksic, CEO of PolyAI, talking about AI’s impact on customer experience and the contact center.

It’s a broad topic for sure, and yes, we touched on the trend-du-jour, agentic AI, among other things. If you missed it earlier, here’s the link, and I hope you give it a listen.