Opus Research is thrilled to announce Ian Jacobs has been named VP and Lead Analyst. He joins a dynamic team, along with Amy Stapleton, Peter Headrick, and Derek Top, helping build the overall editorial strategy and collaborating on advisory services. 

For more than 30 years, Jacobs has helped brands generate better customer experiences through his research, consulting, writing, and speaking.  As an analyst, Jacobs has been at the forefront of research on conversational AI, covering the technology and its applications in customer service since 2005.

Among the Opus Research coverage areas that Jacobs will help lead include agent assistance and workflow automation, the future of work including strategies for human-AI collaboration, and how BPOs are adapting to the dynamic changes AI is bringing to global customer service. 

Previously, Ian headed the teams researching conversational AI, conversational commerce, conversational intelligence, digital customer service, and core contact center at Forrester. He headed up the company’s Digital Business and Strategy product. As an individual contributor before that, he was “the chatbot guy” at Forrester. Jacobs is an award-winning columnist and is widely quoted in publications ranging from the New York Times to Wired. 

For more information, please read his bio, follow on LinkedIn and X/Twitter, or email at [email protected]

Categories: Conversational Intelligence, Intelligent Assistants, Intelligent Authentication, Articles, Mobile + Location