My July Newsletter is Out!

Just a quick heads-up on this. My subscribers already have the curreent edition, and if you'd like to get it, you just need to sign up here - or wander around my website to find a signup page.

Of particular interest may be the podcast, where I partner again with long-time colleague Chris Fine. This time around, we take a closer look at some findings from the recent Internet Trends 2018 report, compiled by tech guru Mary Meeker. We could do 10 podcasts to do this set of research justice, but for now, one will have to do. That said, if you like what we have to say, let us know - ditto for any other topic you'd like to hear our take on.

For now, my podcasts are exclusive for subscribers, but am thinking of making them publicly available a short time after the newsletter goes out. For my subscribers - not to worry - the rest of the content there will alway be exclusive, so the podcasts will just be that way for a short time, meaning you'll get access before everyone else.

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Contact Center 2.0 - More Than Just Going to the Cloud - No Jitter

That's the title of my latest post for No Jitter. Am a bit behind posting about it, as I'm on vacation this week. 

This time around, I'm drawing from a current study commissioned by RingCentral about how contact centers are trying to embrace new technology to meet changing customer needs. Digital transformation is a big theme, as is the cloud and CX, and addressing them all isn't easy.

I've taken select data sets from the study to connect those dots, with the intent being to show just how hard this really is, along with steps that I think will make that journey easier.

The article is posted here on No Jitter's site, and as always, your comments are welcome, along with any sharing you care to do.


AI - is it Really Artificial? Our Latest BCStrategies Podcast

Big topic, and lots to discuss. That's what we covered in our current BCStrategies podcast. It's on the long side - about 50 minutes - but AI is kind of like that. There's so much to learn and so many perspectives, and hopefully you'll find this a good listen.

This time around, fellow Torontonian/US-expat Kevin Kieller led the group, and the download can now be accessed here on our portal. As always, both comments and sharing are welcome.

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June Writing Roundup

Sure has been a while since my last blog post. I was on the road three weeks out of four last month, so blogging has been light, and same for my writing output overall.

The time, however, has been well spent, and I now have a number of new projects starting up. No conferences til late September, and I'll be plenty busy close to home fulfilling client work. Since we're in a new month, it's time for my June roundup, but also a heads-up for my next newsletter. It should be in subscriber's hands - or inboxes more accurately - by this Friday, so if you get it, the wait won't be long.

If you don't subscribe yet, this would be a good time to sign up, and here's the form. As a sneak peak, I've got another podcast coming with my colleague, Chris Fine - and if you're a fan of Mary Meeker's annual Internet Trends report, you'll want to hear our discussion about some highlights.

Ok, back to the writing - it's a short set, but here's what I was up to in June.

How do you train an AI service for collaboration?, TechTarget, June 28

Internet Trends 2018 - How Digital Technologies are Driving Digital Behaviors,, June 25

AI, Chatbots and Business Success, my blog, June 20

Is Ribbon Communications the New BroadSoft?, BC Strategies, June 19

Collaboration - Think About Outcomes, not Technology, Part 2,, June 18

NEC Advantage - Quick Thoughts and Photos, my blog, June 15

Cybercrime - are you Paying Attention?,, Jun 12

AI, Chatbots and Business Success

I've just completed a series of writeups for Upstream Works on the growing role AI is playing in the contact center. The third and final Strategic Insight in this series can now be downloaded from their website, and I've written a blog post that serves as a preview for my analysis.

Before steering you there, in case you haven't been following this series, here's the preview post for the first writeup, and here for the second writeup. Each of these blog posts includes a URL where you can download the full analysis, and if you read these, I'd love to hear your thoughts - as would Upstream Works.

Coming back to the latest Strategic Insight, below is the opening para of the post now running on Upstream Works's blog - to read the rest, click here, after which I hope you download the full writeup.

Technology change presents both challenges and opportunities for all types of businesses, and over this three-part series, I’ve been addressing its impact on contact centers. In particular, I’ve been focusing on the emergence of Artificial Intelligence and the role chatbots can play in driving a better customer experience. The full potential will take years to realize, but there’s an urgency for contact centers to adopt new technology, and AI presents viable opportunities that can be deployed now.

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