Digital Transformation

October 17, 3:15pm PT, Eve Room

Unlock The Hidden Value Of Chatbots For Your Customer Service Strategy

Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost optimization, and experience improvement for customers and agents. This presentation details how a chatbot strategy for customer service can create business benefits that transform engagement.

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Ian Jacobs


Forrester Analytics
Principal Analyst

Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.

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