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.

New things come up for me pretty regularly, and this time around, I was a guest on CX Pulse, which NICE’s regular podcast. Hosted by Amelia Earhart, we covered some ground around the need to take a digital approach to improving the agent experience. With so much focus on customer experience, it’s easy to overlook the needs of agents, and how important that is for providing great customer experience.

This is my first time being on Amelia’s podcast, and I hope you like it - here’s link to give it a listen.