Ian Jacobs, VP & Lead Analyst, Opus Research

Ian Jacobs is VP, Lead Analyst for Opus Research. For more than 30 years, Ian has helped brands generate better customer experiences through his research, consulting, writing, and speaking. As an analyst, he has been at the forefront of research on conversational AI, covering the technology and its applications in customer service since 2005. His research dives into the powerful crossroads of technology and its real-world impact on employees and consumers. Ian’s research also covers workforce engagement tools, contact center outsourcing, and the uses of AI in analytics and employee augmentation.

Previously, Ian headed the teams researching conversational AI, conversational commerce, conversation 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. He has held senior roles at several analyst firms, including 451 Research and Ovum. At Genesys, Ian was the customer experience evangelist, connecting technology to people’s lived experiences. Ian is an award-winning columnist and is widely quoted in publications ranging from the New York Times to Wired.

Contact: [email protected]