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Johan Jacobs

Principal Analyst

Research areas

  • Customer Relationship Management (CRM)
  • Call Center and Help Desk
  • Email Response Management (ERMS)
  • Self Service
  • Virtual Assistants
  • Knowledge Management
  • Mobile
  • Web Chat and Video Chat

Previous experience

  • Research Director at Gartner


Mr. Jacobs’s 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 world leading authority on Customer Relationship Management (CRM) and has extensive experience in the Call Center and Help Desk industry.

As a former lead analyst and Research Director at Gartner for Web Customer Services, Mr. Jacobs developed best practices and research in Email Response Management (ERMS), Self Service, Virtual Assistants, Knowledge Management, Mobile, Web Chat and Video Chat. As the Principal CRM Analyst for Digital Clarity Group, Johan delivers practical actionable advice that will assist organizations in overcoming CRM and Omni-Channel challenges in web based Sales, Marketing and Service activities.

In addition to being an experienced facilitator, Mr. Jacobs holds multiple graduate and post graduate qualifications and is also a qualified Professional Hunter (PH) in Africa.

Interested in working with Johan? Get in touch

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