Biographical Information
Ian Jacobs
senior analyst, Ovum

Ian Jacobs (ian.jacobs@ovum.com) is a senior analyst at Ovum. He can be reached on Twitter as @iangjacobs.

Articles By Ian Jacobs
Let's not re-create the bad customer experience known as ‘IVR hell' with chatbots. Please.
Posted 01 Mar 2018 [March 2018 Issue]
Journey maps can help companies understand—and adapt to—context.
Posted 29 Sep 2017 [October 2017 Issue]
Messaging tools are wildly popular, but that's not the only reason to make them a service option
Posted 27 Feb 2017 [March 2017 Issue]
Customers do everything they can to avoid talking to them—except when it really matters
Posted 01 Jul 2016 [July 2016 Issue]
But the model you choose will depend on who's using it, and how
Posted 22 Feb 2016 [March 2016 Issue]
Is frustrating customer service inevitable?
Posted 01 Nov 2012 [November 2012 Issue]
Drinking in customer experience.
Posted 01 Aug 2012 [August 2012 Issue]
Blending knowledge management with customer service is critical
Posted 01 Oct 2011 [October 2011 Issue]
Providing an extraordinary experience should never compromise the basics
Posted 23 Jun 2011 [July 2011 Issue]
Purse strings loosen on capital spending, which may bring rapid deployments
Posted 17 Mar 2011 [April 2011 Issue]
Contact centers risk wasting powerful technology on the automation of imperfect processes
The danger of uniting location-driven applications and customer interactions
Posted 31 Dec 2010 [January 2011 Issue]
Just because you can engage with a community doesn't mean you have to.
Posted 09 Jun 2010 [June 2010 Issue]
Consolidation can benefit customers and companies alike.
Posted 10 Mar 2010 [March 2010 Issue]
What do you do when your brand no longer reflects your offerings?
Posted 01 Nov 2009 [November 2009 Issue]
Your local street-food vendor can teach your company a thing or two.
Posted 01 Sep 2009 [September 2009 Issue]
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
Posted 01 Jun 2009 [June 2009 Issue]
Customer retention is the best use of a bad situation.
Posted 01 Feb 2009 [February 2009 Issue]
Before the markets hit the skids, companies had just begun to target customer experience.
Posted 01 Dec 2008 [December 2008 Issue]
CRM has never prioritized the individual salesperson—but social networking changes all that.
Posted 01 Sep 2008 [September 2008 Issue]
Shifts in customer satisfaction need to take into account shifts in customer expectations.
Posted 01 Jun 2008 [June 2008 Issue]
Beyond the comfy confines of your corporate Web site, people are talking -- and complaining.
Posted 01 Mar 2008 [March 2008 Issue]
When online businesses put customer feedback to use quickly, customers begin to expect it from all companies.
Posted 01 Dec 2007 [December 2007 Issue]
Not all agents are created equal.
Posted 01 Sep 2007 [September 2007 Issue]
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
Posted 01 Jun 2007 [June 2007 Issue]
The new project's standard could work to deepen, not reduce, consumer dissatisfaction.
Posted 01 Mar 2007 [March 2007 Issue]
Sending customer service queries to employees who are not trained in customer care is the wrong way to go.
Posted 01 Aug 2006 [August 2006 Issue]
The problem with automated phone systems is, companies neglect the various environments of a typical user experience.
Posted 01 May 2006
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