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Ian JacobsPrincipal AnalystForrester

As a principal analyst at Forrester, Ian Jacobs serves customer service application professionals. He works with Forrester customers to help them move to a digital-first approach to customer service and to understand automation and the changing nature of customer service work. His research keeps a sharp focus on both 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.