Ian   Jacobs

Ian Jacobs

Principal Analyst Serving Application Development & Delivery Professionals

Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.

Previous Work Experience

Ian comes to Forrester with two decades of experience as a marketer, journalist, and analyst in the software market. He has held several senior-level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the customer experience evangelist at Genesys (Daly City, California).

Education

Ian earned a bachelor's degree in comparative literature and sociology from Rutgers University and a master's degree in journalism from Stanford University.

Ian Jacobs

Principal Analyst Serving Application Development & Delivery Professionals

Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.

Previous Work Experience

Ian comes to Forrester with two decades of experience as a marketer, journalist, and analyst in the software market. He has held several senior-level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the customer experience evangelist at Genesys (Daly City, California).

Education

Ian earned a bachelor's degree in comparative literature and sociology from Rutgers University and a master's degree in journalism from Stanford University.

Ian Jacobs's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: FAQ: How To Measure Chat Quality Management

    Identify Your Goals And Measure What Matters

    June 11, 2019Ian Jacobs, Kate Leggett

    What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this brief, we answer the most common questions from Forrester clients and customer service leaders about chat QM and provide some key best practices.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

    The 14 Providers That Matter Most And How They Stack Up

    June 11, 2019Ian Jacobs

    In Forrester's evaluation of the emerging market for conversational AI for customer service, we identified the 14 most significant providers in the category — [24]7.ai, Aivo, Avaamo, Cognigy, eGain, Inbenta Technologies, Interactions, IPsoft, Kore.ai, LogMeIn, Nuance Communications, Omilia, Salesforce, and Verint— and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service application professionals can use this review to select the right partner for their conversational AI needs.

  • For Application Development & Delivery Professionals

    REPORT: New Tech: Conversational AI For Customer Service, Q2 2019

    Forrester's Landscape Overview Of 42 Providers

    May 23, 2019Ian Jacobs

    Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost reduction, there is another that scrapped a pilot due to underwhelming results. But as the technology matures, so does enterprise savviness around use cases and best practices. This report focuses on 33 emerging vendors in this space. Customer service application pros should use it to understand the capabilities within major market segments and inform their technology strategies.

  • For Application Development & Delivery Professionals

    REPORT: Stop Trying To Replace Your Agents With Chatbots

    Four Approaches To Using Chatbots To Augment Your Agents Offer Clear Benefits For Companies And Customers

    April 17, 2019Ian Jacobs

    Customer service organizations are in a heightened state of chatbot mania. Many are rushing to replace their agents with chatbots, believing that doing so will cut costs and increase efficiencies. But removing agents from the service workflow is not the only — or even the easiest — way to gain those efficiencies. Customer service leaders should read this report to learn four approaches to, and the benefits of, agent augmentation — not replacement.

  • For Application Development & Delivery Professionals

    REPORT: Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    February 26, 2019Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so requires a sound business case. This report, part of Forrester's contact centers for customer service playbook, addresses the four questions that every business case must answer: What are the business benefits? What are the costs? What future flexibility does the initiative create or decrease? And what are the risks and uncertainties? This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data and examples.

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