Mr Johan Jacobs
Principal Analyst, CRM & Customer Care, Digital Clarity Group
Former Gartner Research Director of 13 years now providing CRM & Customer Care guidance and advice to Digital Clarity Group customers deploying CRM, Web- and Mobile Customer Interaction channels. Having a deep history and expertise in Contact Centres and CRM applications, Johan now focus on Omni-Channel customer care to assist organisations in reducing the cost of the engagement all the while providing an effective and satisfactory online, social or mobile customer experience. He specialise in CRM, Web Chat, Knowledge Management for Self Service, Email Response Management (ERMS), Virtual Assistants, Video Chat, Video Knowledge, Social, Mobile & Multi-Modal interactions. Johan also assist Business Process Outsourcing (BPO) organizations in planning and building Omni-Channels in order to migrate from the traditional voice based interactions to more modern non-voice based interaction channels.

Conference Sessions By Johan Jacobs
CRM Evolution 2015
Tuesday, August 18, 2015
1:45 p.m - 2:30 p.m A203: BIG TALKS: Bright Ideas in 12-Minutes or Less

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