A TTEC Thought Leadership Series

The CX Tipping Point

Featuring Forrester Principal Analyst Ian Jacobs

tip·ping point


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

Austin, TX

May 9th | 9am

Chicago, IL

May 14th | 9am

New York City, NY

May 29th | 9am

San Francisco, CA

May 30th | 9am
Register now >


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

For more information contact Leslie Renkens at leslie.renkens@ttec.com or 651.231.9564.

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

Featured Speaker

Ian Jacobs

Principal Analyst, Forrester


Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. 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.