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: Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019

    Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers

    February 14, 2019Ian Jacobs, Laura Naparstek

    You can use omnichannel customer service outsourcing to improve cost efficiency, quickly stand up digital engagement channels, and adjust to unexpected customer interaction volume. But to access these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size and tenure in the landscape, functionality, geography, and vertical market focus. Customer service pros should use Forrester's Now Tech report to understand the value they can expect from a customer service outsourcer and select vendors based on size and functionality.

  • For Application Development & Delivery Professionals

    REPORT: Forrester Infographic: Customer Service Chatbots Fail Consumers Today

    January 30, 2019Ian Jacobs, Julie A. Ask, Andrew Hogan

    Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are reluctant to trust a chatbot to resolve their service issues, and they remain skeptical that chatbots can provide a similar level of service as a human agent. Application development and delivery (AD&D) pros should use this Forrester Infographic to understand why consumers don't like chatbots for customer service and what to do about it.

  • For Application Development & Delivery Professionals

    REPORT: Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook

    November 28, 2018 Kate Leggett, Art Schoeller, Ian Jacobs, Laura Naparstek

    The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center 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: Predictions 2019: Customer Service And Sales

    Invest In Humans In 2019, As Chatbot Backlash Will Emerge

    November 8, 2018 Daniel Hong, Tom Kaneshige, Ian Jacobs, Kate Leggett, Art Schoeller

    The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far more complex. Application development and delivery (AD&D) pros should read this report for Forrester's predictions in the customer service and sales software space, including changes to technology, customer backlash against chatbots, and more. Prepare for a new playing field for customer service and sales in 2019.

  • For Application Development & Delivery Professionals

    REPORT: Gauge Your Customer Service Maturity

    Assessment: The Contact Centers For Customer Service Playbook

    August 29, 2018 Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, 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 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 updates periodically for continued accuracy and relevance.

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