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.