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.

You may not know that I’m a market researcher by trade, and have been a practitioner for 30+ years. Most analysts do not have this skill set, and I find it a great way to enhance my thought leadership engagements.

I just completed one of these with Aizan Technologies, a vendor I’ve been working with for some time. The topic was contact center queues, or in more ordinary parlance, the on-hold experience. This happens to all of us when trying to get customer service, and it usually ends badly. There’s actually an opportunity here as part of the overall customer experience, but with no research out there to speak of, we went ahead and did our own study.

Aizan is the sponsor, and I did the rest, along with my field partner, Quest Mindshare. The findings are pretty rich, and Aizan has created a really nice, highly-consumable summary report. You need to register to get the study, and here’s the link for that.

I’ll be writing an article with my follow-on take soon, so keep watch for that. Also - of course - there’s no better way to tell your story than having proprietary research of your own, and if that’s on your 2025 roadmap, we should talk.