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.

April 2nd, 20217 min read

Chatbots are seemingly everywhere today, and despite the many poor user experiences, they'll continue to proliferate as companies double down on digital. However, there is good news: Over the next five years, we'll see advances in the overall user experie

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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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