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.