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  • eBusiness & Channel Strategy
  • Ian Jacobs

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  • Webinar The Essentials Of Voice, 2019

    September 24, 2019 | Julie A. Ask, Ian Jacobs, Jennifer Wise

    Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...

  • Webinar The Essentials Of Chat, 2019

    September 17, 2019 | Julie A. Ask, Ian Jacobs, Jennifer Wise

    Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie A. Ask, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

  • Report Customer Service Reboot: The Rise Of The Gig Economy

    Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle
    May 8, 2018 | Ian Jacobs

    Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy...

  • Report Personalized Video Creates Better Customer Service Experiences

    High-Impact Video Communications Reduce Unnecessary Service Calls And Add A Human Touch To Automated Environments
    March 2, 2018 | Nick Barber, Ian Jacobs

    Customers don't like reading the mounds of information that companies often send them, so savvy companies use video to cut through the clutter and deliver a great experience. Specifically, brands...