A TTEC Thought Leadership Series

The CX Tipping Point

Featuring Forrester Principal Analyst Ian Jacobs
Leeds   |   10th October
8:30am-11:30am Breakfast Session

tip·ping point


the point at which a series of small changes or incidents becomes significant enough to cause a larger, more important change

The CX Tipping Point is here – and so are we, to help you navigate and succeed. According to Forrester, over 60% of executives believe they are behind in their digital transformation and 20% of CEOs will fail to act on it*, putting their firms at risk. So how do you accelerate your transformation, move toward becoming a digital-first enterprise and stay ahead of your competitors?

Join Forrester Principal Analyst Ian Jacobs and TTEC senior executives as we discuss key insights and innovative strategies for successfully transforming your customer experience to meet the rapidly changing demands of tomorrow’s customer.

*Forrester, Predictions 2018: A Year of Reckoning

Join Us in Leeds

For more information contact Neil Russell-Smith at neil.russell-smith@ttec.com or +44 (0) 7548 272050

What you will learn

How to bring together intelligent automation and human intervention to deliver optimal experiences efficiently

How to turn bots loose in your enterprise without letting the machines rise and conquer

The keys to building a team that isn’t afraid of data platforms, algorithms and dashboards to create a culture that uses insights to drive experiences

Find us in a city near you


8th October | 8am-11am
The Shard
Register now >


10th October | 8:30am-11:30am


8:30am - 9:15am Registration and Networking Breakfast

9:15am - 10am Presentation from Ian Jacobs from Forrester

10am - 10:30am Panel discussion and Q&A

10:30am – 11:30am Networking

Featured Speaker

Ian Jacobs

Principal Analyst, Forrester


Ian Jacobs serves Application Development and Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centeres. His research keeps a sharp focus on 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.

Previous Work Experience
Ian comes to Forrester with two decades of experience as a marketer, journalist, and analyst in the software market. He has held several senior-level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the Customer Experience Evangelist at Genesys (Daly City, California).

Ian earned a Bachelor's degree in Comparative Literature and Sociology from Rutgers University and a Master's degree in Journalism from Stanford University.