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: The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q3 2018

    Twenty Technologies Underpin Customer Service

    July 24, 2018 Kate Leggett, Ian Jacobs, Art Schoeller

    Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 20 technology categories that support customer service. Application development and delivery (AD&D) professionals should read this report to shape their firms' investment approach to these technologies.

  • For Application Development & Delivery Professionals

    REPORT: Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook

    July 3, 2018Ian Jacobs, Kate Leggett

    Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals should move away from a build-first mentality and should instead consider whether those customer service technologies already exist within the enterprise. This report provides an overview of options to consider when sourcing these technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience

    July 2, 2018 Julie A. Ask, Andrew Hogan, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that haven't already deployed conversational interfaces are piloting conversations with humans and bots or planning to do so. Digital business leaders should only build conversational interfaces where they offer more convenience than existing means of interacting with customers.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018

    The 11 Providers That Matter Most And How They Stack Up

    June 22, 2018Ian Jacobs, Kjell Carlsson, Ph.D.

    In Forrester's evaluation of the emerging market for AI-fueled speech analytics, we identified the 11 most significant providers in the category — Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, 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. Application development and delivery (AD&D) professionals can use this review to select the right partner for their speech analytics needs.

  • For Application Development & Delivery Professionals

    REPORT: New Tech: AI-Fueled Speech Analytics Solutions, Q2 2018

    Forrester's Landscape Overview Of 21 Providers

    June 21, 2018Ian Jacobs, Kjell Carlsson, Ph.D.

    The introduction of artificial intelligence (AI) technologies into speech analytics has turned this once-quiet backwater of the customer service world into a growing market for customer insight across sales, service, and marketing. This report presents a review of 21 vendors in the AI-fueled speech analytics tools market. Application development and delivery (AD&D) pros should use it to understand the capabilities within major market segments and to inform their technology strategies.

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