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  • Ian Jacobs

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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

    The 10 Providers That Matter Most And How They Stack Up
    March 11, 2020 | Ian Jacobs

    In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie 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 Use Emotion To Beat Customer Service Stagnation

    DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How
    February 21, 2019 | Ian Jacobs

    Customer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms...

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