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 eBusiness & Channel Strategy Professionals

    REPORT: Customer Service Reboot: The Rise Of The Gig Economy

    Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle

    May 8, 2018Ian Jacobs

    Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy — labor models. Many brands already have customer communities where P2P support is the norm. A gig economy approach allows brands to manage this process in an intentional way, reducing costs while keeping quality of service up. This research explores how and why digital business leaders should start planning now for the Uberization of support models.

  • For Application Development & Delivery Professionals

    REPORT: Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    March 19, 2018Ian 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 application pros 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 every business case must answer: What are the business benefits? What is the impact on project costs? How will future initiatives benefit from this project? And how will we mitigate risks? 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.

  • For Application Development & Delivery Professionals

    REPORT: Five Methods For Measuring Call Deflection From Experiences That Begin With Digital

    How To Prove The ROI Of Your Digital Service Channel Investments

    March 5, 2018Ian Jacobs, Art Schoeller

    Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital channels to help achieve those goals. But proving that customers have successful digital customer service interactions without falling back to more expensive channels like the phone can be a significant challenge. This report provides AD&D pros with the tools to prove the ROI for those digital investments.

  • For Application Development & Delivery Professionals

    REPORT: Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook

    March 2, 2018Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service that's in line with customers' expectations and companies' cost constraints. Siloed governance processes are a consistent root cause of poor customer service, and application development and delivery (AD&D) professionals have an opportunity to help unify these processes across business units, channels, and technology applications. This report provides a framework for transforming your firm's customer service governance program to optimize your customer service delivery. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We've updated this edition to factor in new data and customer examples.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Personalized Video Creates Better Customer Service Experiences

    High-Impact Video Communications Reduce Unnecessary Service Calls And Add A Human Touch To Automated Environments

    March 2, 2018 Nick Barber, Ian Jacobs

    Customers don't like reading the mounds of information that companies often send them, so savvy companies use video to cut through the clutter and deliver a great experience. Specifically, brands can reduce the burden on their contact center with personalized video, which helps reduce churn in the onboarding cycle and retain customers in the post-sales cycle. Digital business strategy professionals responsible for customer service can use personalized video to help trim service costs and create competitive differentiation.

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