New Guest Post for Aizan - My Take on the EU AI Act

AI may be the most transformational technology we’ll see in our lifetimes, and I’m keenly interested in how we can strike a balance between the classic push-pull of innovation and regulation. We’ve been down this path before - notably VoIP - and the story with AI isn’t much different.

I recently wrote a guest post for Aizan Technologies on this topic, specifically for the EU AI Act, which was just put into law last month. The EU has taken the lead on developing a regulatory framework for today’s digital technologies, and the AI Act is the latest chapter.

There’s a lot to unpack here, and it should serve as a template for the US to follow, but that’s another - messy - topic for another time. That aside, I hope you give the article a read, and would love to hear your thoughts - here’s the link - and while you’re at it, feel free to check out the other articles on their site.

Next Stop Update 1 of 2 - Zoho Analyst Day, McAllen, TX

Tomorrow starts a travel run of 5 industry events in 4 weeks, so there’s a lot of packing and planning to do, not to mention delivery stops for the newspaper. I’m SO analog, I know.

First stop is McAllen, Texas - definitely a new locale for me, and it’s home to Zoho’s analyst event, which will also be a first for me. The borders for the contact center space are becoming ever-more fluid, and that applies both ways. Not just for vendors outside this space adding CCaaS, but for contact center vendors reaching into the enterprise. I’ll have more to say about that after taking in the sessions, so stay tuned.

Smart Port Visit to Tianjin, China - Redux, Now the Video

This is the third and final post about Smart Port visit to Tianjin, China back in September. Since then, I’ve posted here on my blog and wrote a guest article about it for Silverlinings.

During the visit, I took some video (one clip was shared on my blog post), but I was also interviewed by Silverlinings as part of a video segment they produced to document the story. That finally got published, and if you want to see what state of the art looks like when combining 5G, AI and IoT at scale, you’ll be hard-pressed to find a better example anywhere.

The segment runs about five minutes, and is really well-produced - I encourage you to check it out. Here’s the link for the post, which includes both the video segment (posted on YouTube), and a full transcript of the narrative. If you just want to watch the video, it’s here below.

December 2023 - Time for My Newsletter and Podcast

Going into the last month of the year, it’s time for the final 2023 editions of my newsletter and podcast, both of which went live yesterday.

If you’re not a subscriber, signing up to my newsletter is easy - JAA’s Communications and Collaboration Review - the signup page is here.

For my Watch This Space podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. The topics Chris and I discussed are timely, and hopefully thought-provoking, and we hope you check all of this out.

NICE Analyst Summit Review - on BCStrategies

Am slowly getting through the backlog from last month’s travel run, including posting reviews of the various events I attended and spoke at.

For the NICE Analyst Summit - epic in many ways - I shared posts and photos on LinkedIn during the event, along with some short video clips. Definitely needed time to reflect on that event, and my writeup is now running on BCStrategies - you can read it here.

I’m not done with NICE, though, so here are a few more tie-ins to my post:

  • I have MANY photos to share still, both from the event and from our Machu Picchu expedition. Am planning to share some here soon, and if you follow me on Facebook, more of the fun stuff will be there.

  • For more on their analyst event, check out colleague Blair Pleasant’s review here, and yesterday, a foursome of BCStrategies Experts did a LinkedIn Live segment to review recent industry events, including NICE - you can view that here.

  • Am having a double-shot week so far with NICE, as my latest white paper for them was just published - details here.

New Guest Post - Tianjin Port: Leading Edge of 5G, AI and IoT

I recently blogged here about my visit to Tianjin as part of a media tour to China in late September. Since then, I’ve also done a guest post for Silverlinings that goes into more detail about what makes their smart port so special.

My main focus as an analyst is communications technology, but interestingly, the world of Industry 4.0 makes use of the same core technologies - 5G, AI and IoT - but in very different ways. If you want to learn more about what that looks like for the smart port space, I think you’ll find my article a good read, and to see it in action, I posted one of my video clips on the above-cited blog post.


Tianjin, China Smart Port Visit – Quick Post, Video and Pix

Last month, I was back in China on another media tour, where the main focus was a site visit to a smart port facility. This is very much the world of Industry 4.0, and while quite different from my everyday analyst work in enterprise communications, the underlying technologies are pretty similar. In particular, that would be cloud, 5G, AI and even IoT.

Data is the common denominator across all of these, and the more data you can capture, the more effective these technologies can be. That’s certainly the case for enterprise communications, customer experience and future of work in general, and equally so for the myriad of use cases related to Industry 4.0.

The latter was on full display in Tianjin, China, where I was part of a private group tour of the Tianjin Port Groups’ (TPG) site. This is the sixth largest port operation in China, but is arguably the world’s most advanced in terms of deploying smart technologies. Using 5G networks and cloud-based AI applications, the level of automation has to be seen to be believed.

These technologies power a fleet of 76 autonomous cargo vehicles that seamlessly move shipping containers to and from the docks, where gantry cranes load and offload cargo with incredible precision. In the parlance of transportation logistics, these vehicles – known as Intelligent Guided Vehicles (IGVs) – are a use case for horizontal transport, where all the movement is on the ground.

To go a step further here, another use case would be vertical transport, such with elevators or escalators, but that’s not the focus here. The logistics world takes many forms, and there is no shortage of great use cases for cloud, 5G and AI. Given the scale of operations like TPG, however, the complexity is mind-boggling, and if these technologies can win the day here, there really isn’t much that they cannot handle.

Taking all that into account, this is an IoT use case of the highest order. TPG is a world-class showcase for what’s possible with the right technology, along with a sense of purpose to automate a critical linchpin for today’s global supply chains. This isn’t to diminish the value of these technologies to power UCaaS and CCaaS platforms, but Industry 4.0 applications like smart ports really do take things to another level.

I feel fortunate to have the opportunity to experience TPG first-hand, and I think my readers will find this of great interest. Now that I’ve told you a bit, I’m now going to show you a bit. Below is a short video clip I took during the tour, and the ballet-like flow of movement speaks for itself. Everything you see is fully automated, and the only sound you’ll hear is the hum of engines and the wheels of commerce turning.

Following that are a few of my many photos, and I hope you enjoy them. If you want to learn more about my TPG visit, I’m working up a full-length article that will soon run in a leading tech publication, so stay tuned.

Latest Podcast - AI and the Contact Center, with Cresta

I recent engaged with Cresta for a two-part podcast series, talking with their executives about the growing role of AI in the contact center, its business value to them as a vendor, and how it helps improve customer service.

The latest episode was just published by EM360 - the host of this series - where I was in conversation with Cresta’s co-founder and CTO, Tim Shi. Here’s the link, and I hope you give it a listen - and if you like it, you’ll probably want to check out the first episode, which I did with their CMO, Scott Kolman.

Newsletter Time, and Podcast Too

Having been away on vacation all last week, the August editions were published a bit later than normal. However, they’re out now, so this post is an fyi for JAA’s Communications and Collaboration Review newsletter, and the Watch This Space podcast.

If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Hoping you’ll check both out, and would love your feedback any time.

MWC Shanghai - Quick Take and Photos

Had my first trip to Asia recently, and I was part of a media delegation from the West to attend MWC Shanghai (and pretty sure I was the only attendee from Canada or the US). The delegation was sponsored by Huawei, so we also had some tours of their various campuses, all of which was very impressive.

Time was limited at the conference itself, and the stars have finally lined up to share a quick take here. MWC ran during late June, but with limited access to Internet platforms - not to mention the 12 hour time difference - I didn’t do any real-time posting while there. I have a few articles in the works about my trip - and tons more pictures - but for now, I’m going to share some of my photos and high-level takeaways.

I don’t think a lot of Westerners were at MWC Shanghai, as many of the sessions were in Chinese, but audio translating devices were available to follow along in English. Couldn’t get the full gist of what was being said, but the overall themes were clear. 5G is definitely happening, and looks to be at a much faster pace in Asia.

Many of the talks were about industrial and IoT applications, and the benefits are easy to see. From what I can tell, though, these innovations are happening mainly in Asia - and a bit in the Middle East. As such, I took this a preview of things to come in the West, so there’s a lot to pay attention to here.

Was great to see so many use-case driven examples - mining, exploration, energy, manufacturing, agriculture, logistics to name a few - these vendors and carriers are not just throwing things against the wall to see what sticks. Much of what I saw was B2B, but there were a few B2C citings, so the 5G story here isn’t really about getting consumers to post more videos on social media.

I’ll explore some of those use cases in upcoming posts, and for now, will leave you with some photos for a flavor of being there. Disclaimer - speaker attributions may not be 100% accurate. Wasn’t easy to track all the details while there, and corrections are welcome.

Below - weather was very hot and humid, so much more comfortable once inside. Not quite the crowds for a Beatles concert, but it kinda looked that way with the early morning rush to get in. Third photo - one of many reminders why it’s different in China. Checkpoints everywhere - this one segregates attendees from mainland China and everywhere else.

Everyone and everything is on mobile here, but had limited access to my go-to apps/platforms. Eventually, I got on WeChat - it’s great - but not til after MWC. All those folks with sign cards - I guess they’re guides to get people around - 5 exhibit halls, so it’s a lot of ground to cover. Last shot - the palace guards keeping watch over the food - soooo cute!

From the show floor - pavilions for Huawei and China Unicom. Middle - one of many demos from Huawei - Naked 3D. Very cool - one of the few consumer-type offerings there - the baseball seems to be jumping off the screen, coming right at you - 3D effect without the glasses - really need to see it.

Many recurring themes across the talks I saw, but reinforces how far along these companies and carriers are with 5G. Sabrina Meng from Huawei, Xu Ziyang from ZTE, Jemin Chung from KT.

Dingjin Liu from SINOPEC (great review of using 5G for exploration), Henry Ge from GTVerse (using 5G to bridge the worlds of gaming, live sports and AR/VR - very cool), Chaobin Yang from Huawei.

How to Manage Telecom Fraud - Guest Article for Contact Center Pipeline

That’s the title of my latest article for Contact Center Pipeline, where I’m an occasional contributor. Telecom fraud takes many forms, and while we all know what those calls sound like, it’s likely far more insidious than you might think. I’ve been delving into this space recently, and my new article here is one facet of what I’m coming across.

If that’s of interest, you should check out the rest of the May 2023 issue, as cybersecurity is the editorial theme, so there’s lots of other good analysis here relating to the contact center. Here’s the link, and if you like the writeup, comments are welcome, and feel free to share. Visual below, btw, is from the article, from the folks at Contact Center Pipeline.


Enterprise Connect Preview on No Jitter - My Enterprise Speech Tech Roundtable

It’s time for my latest contribution to No Jitter - as part of the BCStrategies team - and it’s a preview for my upcoming session on enterprise speech tech at Enterprise Connect. Am looking forward to attending the 2023 edition, and this time around, I’ll be joined by speakers from LumenVox, Dialpad and Zoom.

If you don’t know, this is my fifth year speaking on this topic at the conference, and it’s become an ongoing focus in my work. I don’t know if ChatGPT is the next big thing or just a passing novelty, but am sure it will still have legs by the time we do this session on March 29, and it will be on the agenda. I hope you can join us, and my latest article, here on No Jitter, tells more of the story.

September Writing Roundup

Getting back to a more normal writing output this month. A lot of my work goes in waves - first doing the writing, then sometimes a gap until things get published. Here’s what I was writing about last month, and with event travel kicking off next week, there will be plenty to write about during October.

NICE’s Brand Promise - Making Experiences Flow - A Bigger CX Vision, NICE blog, Sept. 21

Vonage AI Studio: Have They Cracked the Code with AI?, No Jitter, Sept. 21

3 UC User Scenarios Influence Hybrid Work Budgets, TechTarget, Sept 20

Making Experiences Flow - NICE’s Branding and the CXi Vision, NICE blog, Sept. 7

Closing the Customer Service Gap, Contact Center Pipeline, Sept 2022 Issue


3 Building Blocks for Greater CX - My Latest on No Jitter

For my latest No Jitter writeup, I shared some takeaways from the recent NICE Interactions event, especially the main messaging from CEO Barak Eilam’s keynote. The creativity around his talk warrants a post of its own, but for now I’m just focusing on his vision for how contact centers need to evolve. It’s running now on No Jitter - hope you like it!


Next Webinar with Light Reading - Harnessing Innovation to Overcome Uncertainty

I’ve been on another level of busy since Enterprise Connect, and here’s the latest. I’m speaking on panel with some Huawei USA executives about the importance of innovation for addressing a variety of global challenges. This goes beyond workplace productivity and customer experience, where technology innovation can be a force for global change that impacts everybody.

Should be an interesting discussion, and will be moderated by Light Reading’s Ken Wieland. There will be a lot of talk about how Huawei is innovating, but also to take a broader look at the role big tech companies can play in making the global economy more sustainable. The webinar is a live event, running next Friday - April 29 - from 11am to 1pm EST. Registration details are here - and hope you can join us.

Preview for my Enterprise Connect Talk - Latest on No Jitter

Enterprise Connect starts Monday, March 21, and if you show up at 9am, you’ll have missed my talk. I definitely have the early bird session, speaking at 8am, the very first time slot for the show. If you don’t know, this is my 5th annual update on the state of enterprise speech tech, and every talk has been very different.

If this is all news to you, and is of even passing interest, I hope you’ll read my latest No Jitter article, which provides a preview of my session. Also, if you don’t know, I’m part of rotating group from BCStrategies that contributes regularly to No Jitter, and many of us will be speaking at the show. For detail on all of this, including how to save $400 on your registration, here’s the article, and maybe I’ll see you there, bright and early at 8am.


On the Set in NYC - Twitter Live Event with Huawei USA

It’s one thing to do a livestream event from the comfort of home at your desk, but it’s something else doing it in a studio with a full production crew. That’s where I was yesterday in New York, doing a Twitter Live event, and while the finished product looks seamless, there was a lot of makeup involved, and all the magic happens behind the camera.

In terms of our topic, the focus was on cybersecurity, and the pressing need for a global, standards-based effort to mitigate the risks we all face with any form of online activity. I led the discussion along with Andy Purdy, CSO for Huawei Technologies USA, and we’re pictured below just before going live with our host, Kimberlee Bradshaw, also with Huawei USA.

The Twitterverse traffic was healthy, and I think everyone was pleased with the result. If you’d like to check out the replay, here’s the link - it runs about 30 minutes.

August Writing Roundup

Got a bit more into the writing groove last month, and the highlights are summarized here. Bigger picture family issues have limited my availability to work the past three months, but most of that has finally passed, and my output will soon get back to where it usually is.

Speech Tech Update: The New Voice Technologies, No Jitter, Aug. 24

3 Ways UCaaS Supports Hybrid Work from Home, TechTarget, Aug. 23

How to Use UCaaS to Fuel Hybrid Workplace Strategy, TechTarget, Aug. 17

Taking Teams Deployment Further with Voice, UC Today, Aug. 16

Spotlight on Global Supply Chain Management: Lessons Learned from the Semiconductor Chip Shortage, my blog, Aug. 5

Hosting a LinkedIn Live Event with Andy Purdy of Huawei USA - Tomorrow at 2ET

There’s a first time for everything, and in this case, it’s hosting a LinkedIn Live event. I’ll be in conversation with Andy Purdy, CSO for Huawei USA, covering 5G ground related to cybersecurity, data privacy and open source.

We’ll have a lot to talk about, where the focus will be on the technology issues, challenges and opportunities - and I hope you join us. We go live tomorrow - Wednesday, Aug. 18 - at 2pm ET, and all the details are here on my LinkedIn event page, and to watch the replay, sign into LinkedIn and then use this link..

Huawei_Event3_updated banner.jpg

Spotlight on Global Supply Chain Management: Lessons Learned from the Semiconductor Chip Shortage

Long-time followers of mine know that every so often I’ll write about topics outside my everyday focus on collaboration, contact center and future of work, and this is one of those times. Given how the semiconductor shortage impacts just about everything we do in our digital lives - both at home and at work - the distance between here and my usual topics of interest isn’t as far as you might think. I’ll leave that for you decide, and otherwise, I’d love to hear your thoughts on a timely subject that is much bigger than tech.

The global shortage of semiconductors that began in 2020 is expected to continue into 2022, and its impact is far greater than most people realize. While closely followed in technology circles and the business press, the underlying causes are not well understood by the general public, and there is a bigger story to consider than a shortage of an electronic components that consumers will likely never see or touch.

Today’s economy is increasingly global, where both production and consumption seamlessly cross borders, and supply chains are highly interdependent. When supply and demand are in reasonable balance, this model works well in terms of consumers having choice, innovation and affordability.

However, when disruptions occur, the fragilities of these interdependencies can become exposed, creating a ripple effect of problems that go beyond commercial interests. The current semiconductor shortage is more than just instructive as to why resilience is so important for global supply chains, but also for how we collectively respond to events that pose real threats to our sustainability as a planet.

What’s the big deal about semiconductors?

This fundamental question lays the foundation for understanding why global supply chain issues are bigger than keeping our economies growing.  The importance of semiconductors becomes more evident in the context of digital transformation, a meta-trend that all enterprises are adapting to. Driven by advances in cloud technologies, the products and processes from the analog world are quickly becoming digitized. As such, digital transformation is re-shaping every sector of the economy and every facet of our daily lives.

The end game is for all people, devices and machines to become digitally connected, and the common thread for all of this is the semiconductors which power every electronic device imaginable. As the pace of digital transformation accelerates, so does the demand for electronic devices, and as Figure 1 below shows, semiconductors are used across many sectors of our economy.

Figure 1 – Global Semiconductor Use by Market Sector

SIA stats_2019 US market by sector.png

Source: 2020 State of the US Semiconductor Industry, Semiconductor Industry Association

Aside from semiconductors being so pervasive in today’s digital world, the complexity of the underlying technology and production process makes this sector arguably more reliant on supply chains than any other in our globalized economy. The manufacturing infrastructure is extremely capital-intensive, R&D investment is never-ending, and the production materials must be sourced from a wide range of countries.

While the US has long-dominated this sector, recent events that gave rise to the semiconductor shortage have made clear that no single company or country can effectively manage the entire supply chain.

What actually happened in 2020 to create this problem?

No supply chain is perfectly efficient, and when disruptions occur, there is usually just one of them, and the problems can be quickly rectified. Being a pandemic, COVID-19 impacted most global supply chains, and in the case of semiconductors, it was a major trigger event, but not the only one.

While the pandemic can conveniently explain away many 2020 disruptions, it was exacerbated by other forces that also impacted the global supply chains that semiconductors are so heavily reliant upon. The key factors behind the current semiconductor chip shortage are summarized below, and while other elements were in play, it should be evident why this combination represents a perfect storm scenario.

Changing habits and consumption patterns. The pandemic forced an unprecedented shift to home-based working and living that will likely persist for the remainder of 2021. Most households have adapted to this new normal by now, and along the way, we have seen major spikes in demand for PCs, tablets, mobile phones, smart TVs, gaming consoles, other electronic devices, and with that the cloud-based services that make all of these activities possible.

5G roll-out. While it’s too early to tell if or when the highly-touted promise of 5G will be realized, the wireless carriers are all-in, making massive investments in their networks. This is only one half of the equation, of course, and for the associated services and revenues to flow, subscribers need 5G devices. The smartphone space is hyper-competitive, and in the lead-up to 5G, the vendors have been under intense pressure to have their latest models ready now.

Crypto-mining. The Bitcoin space continues to be highly volatile, and while it may be a secondary factor behind the semiconductor shortage, it aligns very well with the digital transformation theme that is central to my analysis here. Digital forms of currency are struggling to displace traditional forms of money, and the effort behind Bitcoin remains significant. Most notable for that effort is the massive amount of both GPU and CPU horsepower required for crypto-mining, adding another layer of hyper-demand during 2021 for semiconductors.

Plummeting demand for vehicles. Compounding all these spikes in demand was this sudden drop, also due to the pandemic. Aside from so many people being forced to work from home, the new social distancing behaviors led to a major shift from in-person activity to online. As consumers, we did far less shopping and travelling, with the net result being reduced demand for buying vehicles. Traditional supply chain forecasting models for this industry could not adapt quickly enough to this unforeseen change, and as the pandemic has eased in recent months, the chip shortage has constrained the ability of auto makers to ramp up production as demand has finally returned.

Geopolitical tensions. Free trade isn’t free, and it’s not hard to understand why sectors like semiconductors are of strategic importance to market leaders like the US and China. Domestic economic policies in these particular countries – Buy American Act (BAA) and Made in China 2025 (MIC 2025) respectively – may serve to protect R&D investments and to some extent domestic employment, but they don’t align well with the supply chain needs that underpin the global semiconductor sector.

Implications for semiconductors and beyond

Globalization is an entrenched reality for any modern economy, and with the efficiencies that come with digital transformation, trade will largely remain borderless, and supply chain interdependency will only increase.

Given the pervasiveness of semiconductors, the combination of forces outlined herein underscore how fragile supply chains can be, as well as the ripple effects that follow when unexpected gaps develop between supply and demand.

In terms of implications – not just for manufacturers, but also consumers and policymakers – here are two calls to action from the perspective of a technology analyst; not just for semiconductors, but for any sector that depends on global supply chains.

1.         Supply chain resilience should be of paramount concern

As we are seeing with semiconductors, there is both controllable and uncontrollable risk – for supply as well as demand – all of which must be considered. Nobody foresaw the pandemic, nor were the repercussions anticipated.

What started as an isolated health outbreak in late 2019 will continue disrupting the semiconductor space into 2022 and likely beyond. Even with uncannily prescient planning, this scenario could not have been entirely avoided, but given the importance of these chips for the global economy, a more coordinated, collaborative approach to supply chain management would have mitigated the fallout.

To be effective, it’s important to note that this approach must go beyond the industry players, who are essentially driven by economic interests. Globalization is not sustainable if defined solely by winners and losers, and business continuity must extend to all, not just the dominant few.

This is where a balance is needed between the innovation of the private sector and principled policy-making of the public sector. To further strengthen – and build trust in – global supply chains, industry-based standards are needed so there’s a common set of rules. Getting alignment across all these vectors can take decades, but as the semiconductor fallout has shown, the stakes are too high for bilateral or even unilateral decision-making to set the course for an entire industry.

2.         Globalization is bigger than trade and supply chains

Strong supply chains are vital for international trade to flourish, and the semiconductor sector is a great example, since it is the most complex form of production ever created, and the degree of global interdependence among suppliers is unparalleled. When supply and demand are in harmony, it is easy to take the efficiency of this space for granted.

However, when disruption occurs – and in this case, several forms at once – behaviors change and priorities shift from cooperation to survival. Without strong guardrails to maintain a common focus on supply chain resiliency, the ability of the leading players to formulate an effective global response becomes diminished.

As important as semiconductors are to our digital economy, they are just products of technology. The planet has lived without them for thousands of years, and life will carry on when a successor technology displaces them. Supply chains are critical for this sector, but globalization is more than just creating efficient markets for trade.

The real benefits that help create a better standard of living for everyone come from knowledge sharing and innovation that all players contribute to. In theory, this form of globalization should be easy to do, but as we’ve seen from the chip shortage, the practice is more difficult to achieve. The call to action here is to look beyond the world of semiconductors and consider the global response needed for our survival.

COVID-19 was the first true health pandemic in 100 years, and this requires a different response from an epidemic that is localized to a single country or region. Despite the wonders of modern science to quickly create vaccines, global supply chain issues have proven a major impediment to an otherwise solvable problem.

The challenges presented by climate change are no different, and every corner of the world is being impacted by extreme forms of weather we cannot predict or control. Global knowledge sharing and innovation has never been more important, especially if you hold that view that climate change is human-induced. As these disruptions continue, it should be clear that the only way to develop effective responses is through a collective, global approach.

Best practices that come from making supply chains more resilient can surely be applied to global issues like climate change, world hunger and disease management. There should be little doubt that these problems will only persist, and they pose far greater risks to our global well-being than having to wait a few weeks for the latest gaming console.