Ian Jacobs

@iangjacobs

Forrester AnalyticsPrincipal 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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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.

Digital Transformation

October 17, 2:15pm PT, Eve Room

How to Leverage Voice Assistants and AI to Disrupt Your Business

The widespread popularity of smart speakers and mobile assistants has changed the way people relate to technology. Voice is emerging as a leading interface through which users interact with AI powered customer service and support technologies. Businesses are experimenting with how to leverage technologies like voice and message to create a more seamless customer experience when interacting with AI technologies. In this panel, you’ll hear from leaders in the AI powered assistant and customer experience space on best practices for building engaging customer experiences using AI.