The CCaaS Paradox: How JTBD Reveals Why Billions in Tech Don't Deliver Value (And How to Fix It)

Unlock Real ROI by Focusing on Customer, Agent, and Business Outcomes – Not Just Features.

Table of Contents

• Introduction: The CCaaS Paradox

• Deconstructing the "Contact Center" Job

• Why Current CCaaS Falls Short (The JTBD Critique)

• A Novel JTBD Strategy for CCaaS

  • Step 1: Define the Core Functional and Experiential Jobs

  • Step 2: Uncover Unmet Outcomes

  • Step 3: Innovate Around Outcomes, Not Features

• The Future CCaaS: Outcome-Driven, Abstracted, Intelligent

• Conclusion: Moving Beyond Features to Futures

If you’d like to take an even deeper dive into Contact Center as a Service topic, have fun with my extremely thorough research report below. The audio overview (free to all) is only 30 minutes long. 🤪

Strategic Imperatives in Contact Center as a Service (CCaaS)

Otherwise, here’s my take on how to apply JTBD thinking to it.

Introduction: The CCaaS Paradox

Billions are poured into Contact Center as a Service (CCaaS) platforms every year, promising seamless omnichannel experiences, AI-powered routing, and unprecedented efficiency. Yet, ask any customer about their recent service interactions, or any contact center agent about their day-to-day tools, and yo…