Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
CX Files
English - August 30, 2019 08:00 - 21 minutes - 10.2 MB - ★★★★★ - 5 ratingsBusiness News Business News customer customerexperience customerservice markhillary Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX
Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX.
In this episode Ian explores automation, chatbots, smart speakers, and how to manage emotion in brand to customer interactions.