The Practical Innovator's Guide to Customer-Centric Growth

The Practical Innovator's Guide to Customer-Centric Growth

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The Practical Innovator's Guide to Customer-Centric Growth
The Practical Innovator's Guide to Customer-Centric Growth
The CCaaS Paradox: How JTBD Reveals Why Billions in Tech Don't Deliver Value (And How to Fix It)

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.

Mike Boysen's avatar
Mike Boysen
May 21, 2025
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The Practical Innovator's Guide to Customer-Centric Growth
The Practical Innovator's Guide to Customer-Centric Growth
The CCaaS Paradox: How JTBD Reveals Why Billions in Tech Don't Deliver Value (And How to Fix It)
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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. 🤪

Zero Pivot Problem Solving
Strategic Imperatives in Contact Center as a Service (CCaaS)
Executive Summary…
Read more
2 months ago · Mike Boysen

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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