A TTEC Thought Leadership Series
The CX Tipping Point
Featuring Forrester Principal Analyst Ian Jacobs
London | 8th October
8am-11am Breakfast Session
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 London
For more information contact Neil Russell-Smith at email@example.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
10th October | 8:30am-11:30am
Register now >
7:30am Venue Opens
8am - 8:45am Registration and Networking Breakfast
8:45am - 9:30am Presentation from Ian Jacobs from Forrester
9:30am - 10am Panel discussion and Q&A
10am – 11am Networking
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.