October was an exceptionally busy month for us, filled with significant developments and challenges. We celebrated the Discovery Summit, recognizing the outstanding contributions of our paper and poster honorees. In addition, we undertook a revamp of the Learn JMP section of the Community, enhancing our educational resources to better serve our users. We also began surveying users who contacted JET or Tech Support to gather valuable feedback. The accelerated adoption of JMP 19 further showcased our commitment to innovation. Amidst all these activities, we faced an AWS outage that truly tested our resilience, but we emerged with shining colors, demonstrating our dedication to providing exceptional support and service to our users.
Technical Support
Tech Support is receiving an increasing number of support requests related to JMP 19. The highest volume topics related to JMP 19 (excluding installation, authorization, and crashes) are import, data table, graph builder, and JSL.
Tech Support completed sign-off for JMP 19.0.1.
Case of the Month: Rather than a specific case to highlight this month, I’d like to highlight how flexible and responsive Tech Support is to our customers. Despite the AWS outage, a major release, and lots of absences due to JMP travel and training sessions, customers remained the top priority. As evidenced by the surveys mentioned in the Customer Engagement Updates, we pulled together to ensure all areas were covered and customers received the answers that they needed.
Customer Engagement
JET and TS launched a survey, so after a case is closed, a survey is sent to the contact of the case. So far, we’ve had ~20 surveys completed.
Initial results
- 81% gave a positive rating when asked specifically about Case Number TS-, How satisfied are you with the service provided by JMP Support?
- 88% of respondents gave a high rating when asked, "How satisfied are you with JMP Support overall?"
- 94% said their issues were adequately addressed
Since redirecting AP emails to JET, we’ve had 120 inquiries
Top areas of cases after My JMP RPS were:
Contracts/Licensing, Sale Inquiries, Renewal. and Authorization
Education
We continue to work with other UE groups and others across JMP to make and deliver educational content to JMP users.
- Live content: In addition to the Hands-On Workshops on our regular schedule, we taught workshops at Discovery in Austin (and will repeat one of these at Discovery in Korea next week), and we invited some JMP colleagues to join us on the workshop schedule with topics on Bayesian Optimization (thanks Chris Gotwalt, Phil Kay, and Bradley Bowen), Predictive Modeling and Machine Learning Fundamentals with Chemical Applications (thanks Russ Wolfinger, Farzaneh Rastegari, and Meichen Dong), and Text Cleaning Tools (thanks Don McCormack).
- On-demand content in Learn JMP:
- Collaborating with UE’s Digital Experiences team, we reworked the Learn JMP space to help people find content for specific topics, in particular modes (video, text, activities, full courses, or in a separate section for events), and by short (<5 minutes), medium (5-30 minutes), and longer (30+ minutes) depths.
- We’ve added Recommended Resource paths at the top for each major topic, which will eventually become proscriptive “Do this first, then this” learning paths, once we have the right content blocks to fit together in a logical path.
- We’ve also added some new content, including linking to all the SKP pages (which we continue to expand) directly from within Learn JMP (there’s great educational content there!), adding a “Getting Started with JMP Live” that Mike Anderson created and Ryan DeWitt developed into a module, and duplicating the content from the Academic team's wonderful Learning Library (still in it’s glory at jmp.com/learn) so that Learn JMP users can use the Community auto-translation tools to consume that great content.
- We’ve also been making short new How-To videos that support our SKP pages and also live on YouTube, making search for JMP Educational content easier on any platform.
- Remember to use jmp.com.request! If you find a bug or a needed update for content in Learn JMP, please send that to the Community team (the architects of all things Community). If you want to propose that someone create new learning content for a particular topic, or tell us that you have something that you’d like to see added to Learn JMP, send that to the Learn JMP team (the authors, collaborators, and gatekeepers for educational content in Learn JMP). (See more about what you can request from jmp.com/request at detailed instructions.)
Events
Discovery Summit 2025 Paper and Poster Winners
PAPERS
POSTERS
Getting Started with JMP
- Registration is open for live webinars – with multiple dates to choose from. Ideal for new users, those needing a refresher, or anyone who’s just downloaded the trial.
Hands-on Workshops
- Dates for the remainder of the year are listed here with the ability to toggle between EMEA and US dates.
Users Groups: Great networking opportunities!
Mastering JMP
Registration is open in the Americas and Europe. Contact Gail Massari or Maria Astals Seres for more details.
Community Updates
We launched the first step of a redesigned Learn JMP area that makes our educational content more intuitive, organized, and aligned with how modern learners navigate online resources. In addition, we modified the JMP User Community to adhere to the JMP brand styling used on JMP’s other websites.
