Johan Jacobs’ more than 28 years of experience in the global IT industry spans business development, enterprise programme management, enterprise applications, business intelligence and strategic planning. He is a leading authority on customer relationship management (CRM) and has extensive experience in the contact centre industry. From 2000 to 2013, Jacobs worked as a Gartner research director for CRM Customer Service, developing and publishing research on international Web, social and mobile customer service best practices. Jacobs now heads up Wet Dog Insights, an independent analyst and executive consulting service focusing on the application of international best practices and technology on the South African customer service industry. He focuses on reducing the operating costs (and size) of the South African phone-based contact centre, increasing the adoption of self-service and exploiting Web, social and mobile non-voice customer service technologies. Jacobs provides insight and advice on how to best move from expensive voice-based contact centre services to the inexpensive omni-channel architecture of Web, mobile and social services, without falling into the many traps along the way.
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