As a senior analyst at Forrester Research, Ian Jacobs supports Application Development & Delivery Professionals who plan, build, and run customer service technologies for enterprises. His research covers workforce optimization technologies and practices, as well as web customer service and other emerging service channels.
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.