Ian Jacobs (he/him)

VP, Research Director @ Forrester, helping our clients design better & more inclusive experiences; occasional devotee of the obscure; Twitter presence is my own

[Ian Jacobs (he/him) @iangjacobs]

@fatemehx2 I think you could have just stopped at Step 1!

[Ian Jacobs (he/him) @iangjacobs]

This. Just this.

[Glennon Doyle @GlennonDoyle]

why is everyone saying sinead "battled her own demons?"
she was one of very few brave enough to battle real demons: child predators, those who protected them in God's name, homophobia, greed that kills.....
she battled demons, yes- but they were us, not her.

[Ian Jacobs (he/him) @iangjacobs]

What top emerging technologies should leaders be paying attention to this year? Learn more from @forrester VP Brian Hopkins in @TechRepublic. #generative AI https://t.co/QulsTKMHkt #Forrester

[Ian Jacobs (he/him) @iangjacobs]

Indeed. Serious devaluation from @hotelsdotcom (as with all the airline programs these days). Golden days of travel are surely over. #hotels

[Ian Jacobs (he/him) @iangjacobs]

Favorite new thing overheard at a bar: “you’re white about that!” I can’t disagree - flaming tech bro white privilege on display. Just another Monday is San Francisco. #whiteprivilege #wokeaintwrong

[Ian Jacobs (he/him) @iangjacobs]

I’m at #Config2023 - we at #Forrester are seeing the need for designers, developers, and product folks to work more seamlessly to iterate at digital pace. Excited to see how #Figma plans to help with that! #design #digitalbusiness

[Ian Jacobs (he/him) @iangjacobs]

"Empathy Statements Aren’t Enough" - great new column from @christinamcal_ in @CRM magazine. "It’s time to ditch the hollow apologies and rethink empathy in customer service." Hallelujah. #cctr #custserv

[Ian Jacobs (he/him) @iangjacobs]

Forgot to mention: the venue looks great. Come join me in London on May 25th! #cx #AI #GenerativeAI #custserv

[Ian Jacobs (he/him) @iangjacobs]

Come join me in London on May 25th in a fireside chat about the potential of generative AI in customer service as part of a day devoted to that topic. Registration link is here: https://t.co/tco3cAH1it #CX #cctr #custserv

[Ian Jacobs (he/him) @iangjacobs]

Come join me in London on May 25th in a fireside chat about the potential of generative AI in customer service as part of a day devoted to that topic. Registration link is here: https://t.co/tco3cAH1it #CX #cctr #custserv

[Ian Jacobs (he/him) @iangjacobs]

Asynchronous chat is the next big trend in customer service. Discover the technology, its benefits, and its challenges in this week’s What It Means with Senior Analyst @ChristinaMcAl_ . https://t.co/UctAs42vqW #CustServ #ForresterPodcast #CCTR

[Ian Jacobs (he/him) @iangjacobs]

I had a great conversation with @DaveMichels - we ranged from cocktails to reggae to The Treasure of the Sierra Madre. Sort of an opportunity to get to know the analyst outside of their domain-specific work. Fun series to watch for any in #cctr #ucaas #uc #chatbots space.

[Dave Michels @DaveMichels]

InfluenceMe! with @IanGJacobs https://t.co/mbwG1O7C9l

[Ian Jacobs (he/him) @iangjacobs]

@rhilsen @DaveMichels @RadiatorWhiskey I did think about mentioning penicillins...and that does remind me of that night in Seattle, for sure!

[Ian Jacobs (he/him) @iangjacobs]

Should be a fun conversation...mostly cuz Dave is a fun guy to chat with!

[Dave Michels @DaveMichels]

Today at 3PM PT - episode #6 of InfluenceMe - the interview show of the most influential influencers of enterprise comms. Today's guest is @iangjacobs #Live on Twitter.
You might want to view this one with a cocktail.

[Ian Jacobs (he/him) @iangjacobs]

“With digital alignment and #CX in focus … organizations have seen 2.4 times the revenue growth ... and twice the profitability as organizations without such alignment,” @destinationCRM writes per @forrester’s Customer-Obsessed Growth Engine research. #Forrester #digitalbusiness

[Ian Jacobs (he/him) @iangjacobs]

@RiverGirl4Eva @OccupyDemocrats https://t.co/zKSSKOrpL4

[Ian Jacobs (he/him) @iangjacobs]

@fatemehx2 He always has me cackling! Usually one of the highlights of my week.

[Ian Jacobs (he/him) @iangjacobs]

AI Reshapes The 2023 Forrester Wave™ Evaluation For CCaaS https://t.co/4MoCsSjo9K New #Forrester blog by @jmaxball highlighting key findings in our CCaaS Wave. #cctr #custserv

[Ian Jacobs (he/him) @iangjacobs]

Learn more from @forrester in @Forbes about how good customer service can drive *billions* in new revenue across industries. #CX #cctr #custserv https://t.co/TkBGIYvC01 Based on the great work from @christinamcal_

[Ian Jacobs (he/him) @iangjacobs]

Ha! Bird-based deepfake audio???
#chatbots #AI #deepfakes #ornithology

[Miranda Allen @1MirandaAllen]

People are throwing money away creating those AI chatbots when we already have European Starlings who can talk to us.