Johan Jacobs is the Customer Experience Transformation Lead for Alchemmy Africa focusing on providing CRM, CEM and VoC subject matter expertise for all Digital Business related activities. He is an experienced IT Consulting professional, with over 25 years’ experience, providing Strategic Advisory Services and Programme Management to organisations in their efforts to deploy Digital Customer Services and Omni-Channels such as Web, Mobile and Social.

Mr Jacobs is a specialist in CRM, Contact Centers, Voice of the Customer (VoC) & Customer Experience Management (CEM). He advises companies on their Social Media direction and Strategy focussing on Explicit, Implicit and Inferred voice across all channels. He guides organisations that want to expand their Digital and Social Customer Services offering or establish and grow Digital or Social Operations in Africa and around the world. He guides organisations in the use of Artificial Intelligence, Virtual Assistants and Knowledge Management for Sales, Marketing and Customer Service and on the development of the ideal digital Customer Experience.

Before joining Alchemmy Africa, Mr. Jacobs worked at Gartner as a CRM Analyst for 13 years and then as a Digital Business Consultant and Programme Director for 5 years. Mr. Jacobs is a trained and experienced Facilitator, a regular speaker at International conferences and a well published author of CRM related articles.

Important Facts

· Author or co-author of over 400 Gartner research notes on CRM, Customer Service, Knowledge Management, Virtual Assistants, AI & Chatbots

· Articles and quotes in major publications on Technology in Africa

· Coach to Heads of Customer Service

· Invited speaker to Africa Development Conferences