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: 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.

  • For Application Development & Delivery Professionals

    REPORT: Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    August 21, 2018Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service operations focused, managers should develop a Balanced Scorecard of key performance indicators (KPIs). This report defines nearly 40 operational metrics for tracking contact center KPIs to help customer service leaders focus on the ones that will move the needle. 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: The Rise Of Customer Service Robots

    Use Physical Robots To Make Operations More Human

    August 21, 2018 Kate Leggett, Ian Jacobs

    Customer service leaders are reimagining their operations with automation and AI at the center, fundamentally changing the nature of jobs. Customer service robots — semi- or fully autonomous physical machines that perform services for the wellbeing of humans and equipment — are emerging as a viable solution in the AI technology arsenal. Robots can assist field workers and retailers to deliver better experiences and take over dangerous and undesirable service tasks. This report explores four nascent scenarios for customer service robots.

  • 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.

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