Ian Jacobs on Muck Rack

Ian Jacobs

San Francisco
As seen in: Forrester Research, The Washington Post, Wiley Online Library, Sydney Morning Herald, The Conversation, The Age, Australian Financial Review, Royal Society of Chemistry, The Canberra Times, Computer Weekly, EBioMedicine and
VP, Research Director @ Forrester, helping our clients design better & more inclusive experiences; occasional devotee of the obscure; Twitter presence is my own
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Articles

Bots Get Agency, You Get Monitored

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By Ian Jacobs
| CRM Magazine
By Ian Jacobs, vice president and lead analyst, Opus Research “Fitter. Happier. More productive.” —Radiohead (“Fitter Happier”) The AI agent boom is more than a little strange. People in that world love to use the language of freedom while quietly putting together a new system of control. Vendors talk about autonomy, orchestration, reasoning, and digital coworkers. It all sounds very modern.
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Cold Circuits, Warm Heart: AI and Empathy in CX

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By Ian Jacobs
| CRM Magazine
By Ian Jacobs, vice president and lead analyst, Opus Research “We are programmed just to do/ Anything you want us to” —Kraftwerk (“The Robots”) There’s a fascinating debate going on in the worlds of artificial intelligence and customer experience concerning whether AI can be empathetic, and if so, how.
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Profiled by Prompt, Illustrated by Model: Audit Your LLM’s Assumptions

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By Ian Jacobs
| DestinationCRM.com
By Ian Jacobs, vice president and lead analyst, Opus Research “I even look good in a broken mirror” —Lil Wayne (“Mirror”) As I type this, there is a trend on LinkedIn for people to post caricatures they had their large language model (LLM) of choice create based on what it knows about them.
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