Ian Jacobs Email and Phone Number
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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.
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Vp, Lead AnalystOpus Research Oct 2024 - PresentSt Paul, Mn, UsI 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.
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Vp, Research Director, Customer ExperienceForrester Apr 2021 - Oct 2024Cambridge, Ma, UsI 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 service. We write research and offer consulting about how organizations can improve experiences across a range of interactions. We work with clients across a range of industries: product companies, services firms, and the public sector. I am also the service lead, managing all content, for the Forrester Decisions for Digital Business and Strategy service. -
Principal AnalystForrester Jun 2014 - Apr 2021Cambridge, Ma, UsAs 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 clients on their digital transformations of customer service, focusing on emerging channels, as well as workforce optimization technologies and practices, and contact center outsourcing. I work with executives at large B2C and B2B companies to help create strategies for technologies designed to help them win, serve, and retain customers.
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Customer Experience EvangelistGenesys Oct 2012 - Jun 2014Menlo Park, Ca, UsCrafted 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 mandate, I helped define the direction for future Genesys solutions. -
Principal AnalystOvum Aug 2008 - Oct 2012London, London, GbAs 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 media and its impact on collaboration, and emerging distribution models, I monitored and analyzed emerging trends, technologies, and market and competitive dynamics in the enterprise communications industries. -
Senior Analyst, Contact Center/CrmFrost & Sullivan Nov 2005 - Aug 2008San Antonio, Texas, UsResearched 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 strategy and direction and the impact of market trends, as well as end-user consulting on contact center and CRM practices, strategy and culture change. -
Senior Analyst, CrmCurrent Analysis Jan 2004 - 2005London, GbSenior analyst for the CRM practice at competitive response and industry analyst firm, Current Analysis. -
Analyst, Enterprise ApplicationsThe 451 Group Dec 2000 - Jan 2004New York, Ny, UsAnalyst covering enterprise applications, including CRM, demand chain, enterprise services automation and business intelligence.
Ian Jacobs Skills
Ian Jacobs Education Details
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Stanford UniversityJournalism -
Rutgers UniversityComparative Literature
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Rutgers UniversitySociology
Frequently Asked Questions about Ian Jacobs
What company does Ian Jacobs work for?
Ian Jacobs works for Opus Research
What is Ian Jacobs's role at the current company?
Ian Jacobs's current role is VP, Lead Analyst at Opus - Helping us all have better customer experiences.
What is Ian Jacobs's email address?
Ian Jacobs's email address is ia****@****hoo.com
What is Ian Jacobs's direct phone number?
Ian Jacobs's direct phone number is +613960*****
What schools did Ian Jacobs attend?
Ian Jacobs attended Stanford University, Rutgers University, Rutgers University.
What skills is Ian Jacobs known for?
Ian Jacobs has skills like Competitive Intelligence, Crm, Strategy, Competitive Analysis, Enterprise Software, Analytics, Market Research, Product Management, Thought Leadership, Social Media, Customer Experience, Strategic Partnerships.
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