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Ian   Jacobs

Ian Jacobs

Principal Analyst Serving Application Development & Delivery Professionals

Ian serves customer service application professionals. With a focus on the ways AI is transforming customer service technology, processes, and labor models, 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 nearly three 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 serves customer service application professionals. With a focus on the ways AI is transforming customer service technology, processes, and labor models, 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 nearly three 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: Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook

    July 9, 2020Ian 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 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 Application Development & Delivery Professionals

    REPORT: Gauge Your Customer Service Maturity

    Assessment: The Contact Centers For Customer Service Playbook

    July 8, 2020 Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like AI, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Customer service success is a journey, not a destination. Every journey has a starting point. This report guides you through Forrester's customer service assessment so customer service leaders who focus on application development and delivery (AD&D) can gauge where their organization is on its journey and discover which core competencies they need to strengthen or develop. This is an update of a previously published report; Forrester reviews and revises it periodically for continued accuracy and relevance.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

    The 10 Providers That Matter Most And How They Stack Up

    March 11, 2020Ian Jacobs

    In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland, Sykes, Teleperformance, TTEC, and Webhelp — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer service application professionals select the right one for their needs.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Impact Of Emerging Technology On Digital Experiences

    How More Than 50 Emerging Technologies Will Impact Data And Experiences For Consumers

    February 24, 2020 Julie A. Ask, Kjell Carlsson, PhD, Jeffrey S. Hammond, Ian Jacobs, Fatemeh Khatibloo, Brandon Purcell, Michael Facemire

    Forrester interviewed more than 150 companies across industries and technology categories to understand how more than 50 technologies will evolve over the next five to 10 years and assess their impact on consumer digital experiences. This research will help professionals building digital experiences to make smart technology decisions that are tuned to what the technology can reasonably deliver and what consumers expect and will use.

  • For Application Development & Delivery Professionals

    REPORT: Now Tech: Insights-Driven Business Process Outsourcing, Q1 2020

    Forrester's Overview Of 34 Insights-Driven BPO Providers

    February 14, 2020 Leslie Joseph, Ian Jacobs

    You can use insights-driven business process outsourcing (BPO) to enhance the value of classic BPO; apply analytics, AI, and automation in the context of customer or back-office processes; and support digital transformation. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, capability, geography, and vertical market focus. Application development and delivery (AD&D) pros should use this report to understand the value they can expect from an insights-driven BPO provider and to select one based on size and capability.

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