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.

My series of guest posts for Aizan continues, with the latest topic being the role for messaging apps to improve customer experience. Customer service has historically been voice-based, but the use of messaging has increased greatly, especially with mobility, and there are many scenarios where this is the best way to engage with customers. For more on this, I hope you check out my post, and more topics are coming soon.