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
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. 🤪
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…
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