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August 8 - 10, 2011
Hilton New York
CRM Evolution 2011 - August 8-10, 2011 - Hilton New York
Ian Jacobs
Senior Analyst, Forrester Research
Ian Jacobs is a principal analyst on the Enterprise team, covering unified communications and collaboration, enterprise video and enterprise social networking. He also focuses on the intersection between customer-facing and employee-facing communications and collaboration technologies. With a strong focus on employee and customer experience issues, social media and its impact on collaboration, and emerging distribution models, Ian monitors and analyzes emerging trends, technologies, and market dynamics in the enterprise communications industries.

Conference Sessions By Ian Jacobs
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

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