Ian Jacobs

Principal analyst at Forrester Research, covering application development and delivery
Ian Jacobs

Articles by Ian Jacobs

Changes are coming, and you can't count on vendors to prepare you or your workforces for them.
Posted March 02, 2018

Companies that will succeed on Facebook Messenger will figure out how to make it a useful, personalized experience.
Posted October 13, 2017

Chatbots need to be more functional if we want customers to use and like them.
Posted August 04, 2017

Companies need more skillful, empowered agents to provide the concierge-level service that customers expect.
Posted April 14, 2017

The right governance can drive much better customer service experiences.
Posted February 10, 2017

Mobile offers a lot of big-time benefits to customer service, but CX leaders will need to build the business case.
Posted December 02, 2016

Using low-cost channels doesn't mean service should be unrewarding.
Posted August 26, 2016

Customer effort scores can be used to improve customer service, but only if used properly.
Posted May 27, 2016

Employee surveys should uncover more than just the problem with the coffee in the break room.
Posted February 12, 2016

Don't make customers break the frame of their experiences to reach a customer service rep.
Posted November 20, 2015