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. https://www.forrester.com https://www.linkedin.com/in/iangjacobs/