Johan Jacobs

Johan Jacobs has extensive experience in the Digital Business, IT and CRM industries. Johan began their career in 1995 as a Senior Divisional Manager at SPL, where they managed a team of CNEs, MSCEs and support staff. In 1997, they worked as a Senior Project Manager at Syfrets IT Services, where they provided Project Management services and successfully implemented three major projects. In 1998, they worked as a Senior Project Manager at Business Connexion, managing IT related projects and Request for Proposals (RFPs). Johan then moved to Old Mutual as a Programme Director, where they managed the Demutualization of the Technology Stream, including the building of a 700 seat Contact Center. In 2000, they joined META Group as a Research Director, publishing research on CRM, Contact Centers, Business Process Outsourcing and the South African Contact Center and BPO market. In 2005, they joined Gartner as a Research Vice President and Programme Director, publishing research on Digital Services and Omni-Channel such as CRM Applications, Web Customer Services, Self Service, Web Chat, Knowledge Management, Virtual Assistants, AI, Email Response Management, Mobile and Social Sales and Customer Service. Johan also managed large consulting teams to transform IT service delivery. In 2016, they joined Gartner Consulting as a Managing Vice President, assisting large Life Insurance organisations with audit and review of enterprise wide Digital Customer Engagement & CRM platforms. Since 2019, they have worked as a Director: Digital Business at Alchemmy Africa, responsible for the Growth of Digital Business through Marketing, Sales and Consulting activities. Johan also works as a Digital Business Contributing Research Analyst at The Analyst Syndicate. In 2020, they joined the International Association For Enterprise Information Systems (IAEIS) as Chairman & Executive Council Member.

Johan Jacobs attended Cape Peninsula University of Technology, where they obtained a National Higher Diploma in Computer Systems with a field of study in Information Technology. Johan also obtained a National Higher Diploma in Management Practice with a field of study in Business Administration and Management, MBA. Lastly, they attended Nelson Mandela University and obtained a National Diploma in Computer Systems (3yrs) with a field of study in Information Technology.