Ian Jacobs
Globally, Forrester Research
As a principal analyst at Forrester Research, Ian Jacobs supports customer service application professionals who plan, build, and run customer service technologies for enterprises.  His research covers digital customer service and other emerging service channels, as well as workforce optimization technologies and practices.

He has more than 20 years of experience as a marketer, journalist, and analyst in the software market. A multiple award-winning columnist, Ian speaks regularly about best practices in customer care, contact centers and workforce optimization.

He regularly presents at industry and vendor events.

Conference Sessions By Ian Jacobs
CRM Evolution 2015
Wednesday, August 19, 2015
8:00 a.m - 8:45 a.m SD2: What to Expect From the Internet of Things

Tuesday, August 18, 2015
1:45 p.m - 2:30 p.m A203: BIG TALKS: Bright Ideas in 12-Minutes or Less

CRM Evolution 2011
Tuesday, August 9, 2011
10:45 a.m - 11:30 a.m A201: Social Communities: A Force Multiplier for the Contact Center

CRM Evolution 2010

destinationCRM 2007

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