Newsletter Time Again - September Issue - Podcast Too

Everyone seems to hit the ground running after Labor Day, and I had plenty of things to push out this week, including my newsletter and podcast. Am a bit behind on getting the word out, and by now, subscribers have the latest JAA’s Communications and Collaboration Review, along with our Watch This Space podcast.

Definitely a busy fall ahead, and if you want to keep track of what I’m up to, writing about, speaking about, etc., you might want to subcribe to the newsletter. For the podcast, you can subscribe on the major platforms, or just listen here, where you can access all the recent episodes, including the latest, as per the thumb below. If you want to go back further for either, the archives are here and here on my website (updates are coming to these sections, btw).

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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

Enterprise Connect - Preview of My Speech Tech Update on No Jitter

The 2021 edition of Enterprise Connect is about a month away, and I’ll be presenting my annual update there on the state of AI and speech technology in the enterprise. Most of the attention for this corner of the tech world is focused on consumers and contact centers, but there are plenty of interesting use cases for enterprises right now, as well as on the horizon.

My latest No Jitter article is a preview for what I’ll talking about during my Enterprise Connect session, which runs at 11am on Monday, September 27. I hope you give it a read, and details are there if you want to register and join me then.

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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..

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My Latest Podcast with Arkphire - Developing Trust with Remote Workers

From time to time, the folks at UK-based EM360 engage me to host a podcast and interview one of their sponsors. Aside from podcasts, I also contribute guest posts, and am listed in their Tech Index directory.

This time around, I was in conversation with James Buchanan of Dublin-based Arkphire, talking about the challenges faced by their customers to manage remote workers. The pandemic has given rise to work from home, and now hybrid work, and that brings along plenty of technology challenges for both IT leaders and workers. It’s a really timely topic, and here’s the link if you’d like to give it a listen.

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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

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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.

Newsletter Time Again - August Issue - Podcast Too

August is August, so this month’s newsletter will likely be the lilghtest of the year, but that doesn’t mean I’ve taken the summer off. Am as busy as ever, and there will be lots of new stuff to share next month and beyond, so stay tuned.

JAA’s Communications and Collaboration Review went out yesterday, and for everyone else, here’s an easy way to subscribe if you want to follow what I’m up to. Analyst work in the collaboration and contact center spaces is never dull, and for more on that, you should check out my podcast, Watch This Space.

My partner Chris Fine and I are well into our 4th season, and this time around we weighed in on what could well be the most important M&A deal of 2021 in our space - Zoom’s acquisition of Five9. We talk a lot about future of work as well, and for the August episode, we discuss the current state of hybrid work in the broader context of how everyday life is starting to open up again - sort of.

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July Writing Roundup

I don’t usually do this roundup until the new month starts, but that’s the way the calendar falls at the moment. July writing was really light - just one published article with my byline - mainly because I was offline much of the month dealing with family issues, but am slowly getting back on track.

Hybrid Work - Trust Holds the Key to Productivity, No Jitter, July 13

Our Latest BCStrategies Podcast - Zoom's Acquisition of Five9

This might turn out to be the biggest M&A deal of 2021 in our space, although there’s plenty of time left this year for bigger deals to come along. Even so, it may well be the most important deal given how ripe the contact center space has become for, well… disruption, consolidation, re-imagining, etc.

There are many angles to consider with Zoom acquiring Five9, and we covered a lot of them during our latest BCStrategies podcast, which is running now on our site. I hope you give it a listen, and if you want to hear more, I discussed the implications further with my co-host, Chris Fine on our latest Watch This Space podcast. That episode launches next Tuesday, along with my August newsletter, and if you’re not a subscriber, you can find it here on my website.

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Hybrid Work - Trust Holds the Key to Productivity - My Latest for No Jitter

Been offline for the past week or so, but back now, and a few things to catch up on. This is my latest post for No Jitter, so am posting here in case you missed it. There are lots of ways to look at hybrid work, and this one draws from a new research study by Fuze, and with their permission, I’ve added my take on the data. I hope you like it, and as always, sharing and comments are welcome.

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Newsletter Time Again - July Issue - Podcast Too

Being the first week of the month, the current issue of JAA’s Communications and Collaboration Review is out now, along with our latest Watch This Space podcast. If the topic as per the thumb below piques your interest, you can give it a listen here. Otherwise, feel free to peruse earlier episodes here on my website, and same for past newsletter issues. And, to become a subscriber, just sign up here.

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June Writing Roundup

June was a busy month with virtual events and client work, along with early signs that the fall will be very busy as live events resume. Already, I have one live event to travel to almost every week through early November - geez. Still managed to get some writing done, though, and here’s my June digest. For more on what’s keeping me busy, next week my July newsletter and podcast both come out.

Genesys Xperience - My Perspectives on CX and DX on BCStrategies, BCStrategies, June 30

What Technologies are Essential for Effective Teamwork?, TechTarget, June 21

Voice Technology Triumphs Telephony - Here’s Why, No Jitter, June 8

Genesys Xperience - My Perspectives on CX and DX on BCStrategies

I’ve been tracking several contact center events lately, and last week was Genesys Xperience. The company always has big updates to share, and the launch of Genesys DX was a highlight. I finally managed to get my takeaways organized, and have put together a post that’s running now on BCStrategies, where I’ve long been a contributor as a BC Expert.

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My Next Webinar with Ingram Micro Canada - Guiding Your Customers to Hybrid Work

My next webinar is for a targeted audience, so it’s not open to all, but it’s another opportunity to share my views about hybrid work, and in this case, how channels can help their customers adapt. There’s a lot of ground to cover, and if you’re a Canadian reseller looking to do this, you might find this Ingram Micro Canada webinar of interest. I’ll be presenting next Tuesday, July 6 at 2pm, and details to register are here.

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Future of Work Session Tomorrow - Hybrid Work - It's Complicated!

Busy tying up loose ends for TMC’s Future of Work event, starting tomorrow - Wednesday - at 9am ET, running through Friday. I’m conference Chair, but due to travel restrictions, I can’t travel from Canada to be there. Colleague Phil Edholm will be running the sessions in the room, so we’re in good hands there. However, I’ll be moderating two virtual sessions, with the first one running at 9am tomorrow, and the one below at 11am.

Joining me for our session about hybrid work will be Bryan Martin from 8x8, Simon Lau from Otter, and Lisa Walker from Fuze. Here’s the full agenda, and if you’re attending ITExpo, I hope you’ll join us. Also - not on the agenda yet - Phil and I will be doing a joint session from 2-3 tomorrow, providing “the analyst perspective” on future of work.

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Future of Work Session Tomorrow - Post-Pandemic Workplace

Busy tying up loose ends for TMC’s Future of Work event, starting tomorrow - Wednesday - at 9am ET, running through Friday. I’m conference Chair, but due to travel restrictions, I can’t travel from Canada to be there. Colleague Phil Edholm will be running the sessions in the room, so we’re in good hands there. However, I’ll be moderating two virtual sessions, with the first one running at 9am tomorrow.

Joining me will be Gary Sorrentino from Zoom, Dave Silke from Mitel, and Brian Gilman from Vonage. Here’s the full agenda, and if you’re attending ITExpo, I hope you’ll join us. My next post will provide details for the second virtual session I’m moderating. Also - not on the agenda yet - Phil and I will be doing a joint session from 2-3 tomorrow, providing “the analyst perspective” on future of work.

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Spotlight Video Interview with Onalytica

There are lots of ways for an analyst to get visibility, and while I’m the one usually doing the writing or asking the questions, it’s nice every so often to be the subject of an interview. That’s the case here, where I’m in conversation with Joe Fields of Onalytica, talking about my practice, but also my views on which companies are doing innovative work, and which technologies are the most important to stay close to.

If you follow my blog, you’ll know I’ve been on a roll lately with Onalytica, being included in two of their recent “Who’s Who?” reports - one for telecoms, and one for Unified Communications. They also featured me in this Q&A interview, which now includes an embedded link to the video segment, which you can also watch down below.

My Next Webinar with NovelVox - Digital Strategy to Transform Customer Service

You may not know NovelVox, but they’re a good under the radar vendor, and I’m doing an educataional webinar with them on July 22. The focus will be the growing role of digital channels to improve CX - customer experience - and the importance of having a strategy to use them effectively. More details are here, along with how to register. Hope you can join us!

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Future of Work Event, During ITEXpo - June 23-25

Am back for Year 3 as Chair of this event, which runs under the much larger ITExpo banner, which is TMCnet’s flagship event. This is the first in-person event I’ve been involved with during the pandemic, and it’s difficult to say what the turnout will be. Being in Canada, travel is off the table for now, so I’ll be running some of the sessions virtually, while colleague Phil Edholm will be doing others in person.

Details about the program are here, and as we get closer to go-time, updates will be coming with new speakers. No doubt lots of people are keen to travel again, and it’s hard to complain about going to Miami as a destination. I’ll have more updates as the show approaches, and am still keeping the door open for new speakers, so don’t be shy to ask.

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Voice - Bigger Than Ever - My Latest on No Jitter

Voice has long been one of my core focus areas as an analyst, and while it’s easy to take for granted, the technologies behind it have evolved substantially over the years. There’s still a lot of telephony-centric thinking about voice, and while that remains a valid connection, with today’s technologies, voice has become so much more.

I explored that recently with colleague Chris Fine in our History of Telephony micro-course with PulveREDU, but there are many tangents that need their own track. One is the idea that voice is bigger than ever, and while it’s a big claim, I believe it’s warranted. My latest No Jitter post helps make the case, and if this piques your interest, I’d love to hear back.

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