As a senior analyst at Forrester Research, Ian Jacobs specializes in customer care technologies for those who plan, build, and run customer platforms for enterprises. His research covers workforce optimization technologies and practices, as well as web customer service and other emerging service channels, and contact center outsourcing. Themes in his research include both customer experience and agent experience. Prior to joining Forrester, Ian Jacobs helped craft the vision and messaging for digital channels, including social, Web, email and mobile products and solutions at Genesys. As the company’s Customer Experience Evangelist, he helped define the direction for future Genesys solutions. Before his time at Genesys, he was Principal Analyst at Ovum exploring the impact of emerging channels on contact centers. He also held senior level analyst positions at Frost & Sullivan, Current Analysis and the 451 Research.