JAA'S Analyst Blog - Current Posts

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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.

I have a new white paper to share here. This one is for NICE, and while it was published recently, only now do I have the details to post publicly. Mpower is the platform that brings all their AI capabilities together, and the focus of my writeup is how their vision for AI takes CX to another level - based more on a customer’s complete history with a brand, rather than just their recent contact center experiences.

In time, most of the CX vendors will move to this more holistic view of the customer, but at the moment, I would say that NICE is leading the way. The paper is gated, so you need to register - here’s the link. If you give it a read, I’d love to hear your thoughts, and if you’re attending Interactions next month, perhaps we could connect in-person.