CX Files Ian Jacobs - Opus Research - The Hype And Reality For AI In CX
Feb 20, 2025
52:46
Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA.
In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise.
Ian also talks about the pilots and experiments in AI that have worked and where more traditional CX is still working well and maybe doesn't need to change...