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@forrester.com
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2 phones found area 139 and 617
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Ian Jacobs is listed as VP, Lead Analyst at Opus - Helping us all have better customer experiences at Opus Research, based in San Francisco, California, United States. AeroLeads shows a work email signal at forrester.com, phone signal with area code 139, 617, and a matched LinkedIn profile for Ian Jacobs.
Ian Jacobs previously worked as VP, Lead Analyst at Opus Research and VP, Research Director, Customer Experience at Forrester. Ian Jacobs holds Ma, Journalism from Stanford University.
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AeroLeads found 1 current-domain work email signal for Ian Jacobs. Compare company email patterns before reaching out.
As the lead analyst at Opus Research, I advise senior customer service and customer experience executives on the technologies, processes and services that they use to win, serve and retain customers. Using a combination of great data, persuasive writing and engaging storytelling, I help companies remain relevant and find competitive differentiation in the age of the customer. My research focuses on conversational technologies such as conversational AI and conversation intelligence. I am also spearheading our coverage on agent assistance and workflow automation, the future of work including strategies for human-AI collaboration, and how BPOs are adapting to the dynamic changes AI is bringing to global customer service.Prior to joining Opus Research, I managed a team of top-tier analysts doing research on topics such as customer service, conversational AI, human-centered design, inclusive design, and customer research at Forrester. I also lead the research for our digital business and strategy service. Previously, I was the customer experience evangelist for Genesys, one of the premier technology providers in the customer service world. Before that, I held several senior-level analyst positions in the contact center and CRM space. I have 25+ years’ experience as a marketer, journalist, competitive intelligence expert and analyst in the enterprise software market. I received an MA in journalism from Stanford University, where I was a recipient of a McClatchy Fellowship. I received a BA in both comparative literature and sociology from Rutgers University.NB: I am NOT a buyer of CX technologies, so pitching me your company's CX tools for Forrester to buy is not a great use of your time.
Listed skills include Competitive Intelligence, Crm, Strategy, Competitive Analysis, and 33 others.
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A career timeline built from the work history available for this profile.
St Paul, MN, US
I guide our research in conversational AI, conversation analytics, and digital and conversational commerce. Beyond technology, I also explore AI's impact on people—how it affects work, outsourcing, and the evolving roles of humans alongside AI, highlighting the skills needed for the future workforce.
Cambridge, MA, US
I lead a team of seasoned customer experience analysts researching and advising organizations globally on improving the experiences people have with them. We focus our research on user experience and design, with a unique concentration on fostering inclusive approaches to design and building inclusive design teams, as well as all aspects of customer.
Cambridge, MA, US
As a principal analyst at Forrester Research, I support customer service application professionals who plan, build, buy, and run contact center and customer service technology, services and processes for enterprises. My research focuses on the ways AI is transforming customer service technology, processes, and labor models. Additionally, I work with.
Menlo Park, CA, US
Crafted the vision and messages for Genesys’ customer experience products. These include Genesys’ voice channels, as well as newer digital channels, including social, Web, email and mobile products and solutions. I explored the intersection of technology, culture and process, as well as the ways consumers embrace and live with new channels. With this.
London, London, GB
As a principal analyst on Ovum's Enterprise team, I researched unified communications and collaboration, enterprise video and enterprise social networking. He also focused on the intersection between customer-facing and employee-facing communications and collaboration technologies. With a strong focus on employee and customer experience issues, social.
San Antonio, Texas, US
Researched and crafted analytical reports on the core routing space within the contact center markets, including analysis of all key vendors and products. Created models for growth of the market and the players in it and used those models to produce market sizing forecasts. Provided in-depth and frequent direction and advice to clients, including product.
London, GB
Senior analyst for the CRM practice at competitive response and industry analyst firm, Current Analysis.
New York, NY, US
Analyst covering enterprise applications, including CRM, demand chain, enterprise services automation and business intelligence.
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Ian Jacobs works for Opus Research.
Ian Jacobs is listed as VP, Lead Analyst at Opus - Helping us all have better customer experiences at Opus Research.
AeroLeads has found 1 work email signal at @forrester.com for Ian Jacobs at Opus Research.
AeroLeads has found 2 phone signal(s) with area code 139, 617 for Ian Jacobs at Opus Research.
Ian Jacobs is based in San Francisco, California, United States while working with Opus Research.
Ian Jacobs has worked for Opus Research, Forrester, Genesys, Ovum, and Frost & Sullivan.
You can use AeroLeads to view verified contact signals for Ian Jacobs at Opus Research, including work email, phone, and LinkedIn data when available.
Ian Jacobs holds Ma, Journalism from Stanford University.
Ian Jacobs is listed with skills including Competitive Intelligence, Crm, Strategy, Competitive Analysis, Enterprise Software, Analytics, Market Research, and Product Management.
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