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Name
Guest Speaker: Ian Jacobs
Title
Principal Analyst, Forrester
Bio
Ian serves customer service application professionals. With a focus on the ways AI is transforming customer service technology, processes, and labor models, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications, and is a frequent speaker at industry conferences.
Ian earned a bachelor's degree in comparative literature and sociology from Rutgers University and a master's degree in journalism from Stanford University.
Ian earned a bachelor's degree in comparative literature and sociology from Rutgers University and a master's degree in journalism from Stanford University.
