Ian Jacobs

VP, Research Director

Ian serves customer experience (CX) professionals. He is a research director in the CX practice at Forrester, leading a team of analysts focused on user experience and user research, as well as design and inclusive design. Ian’s own research looks at the ways AI is transforming customer service technology, processes, and labor models, with an emphasis on customer service process design. Ian is an award-winning columnist, and his research, analysis, and opinions have appeared in major global publications such as the Wall Street Journal, the Financial Times, and Wired.

June 3rd, 20218 min read

You can use conversational intelligence to deliver customer experience (CX) insights at scale, improve CX behaviors at scale, and accelerate your revenue engine. But to realize these benefits, you'll first have to select from a diverse set of vendors that

, Kjell Carlsson, PhD

Research Coverage

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.

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