It’s probably not a surprise that our contributors have all identified technologies and solutions that enable more intelligent ways to serve customers. Artificial intelligence, machine learning, robotic process automation, and a renewed role for CRM are the big trends this year.
It seems that converging technological advancements have brought us to a point where we are poised for a tremendous cycle of innovation. Big Data, analytics, natural language processing, and other fundamental building blocks are ready to support the AI tools that will accelerate the digital transformation of sales, marketing, and especially customer service.
Our January Megatrends installment always provides an interesting measure of the zeitgeist among thought leaders, solution providers, end users, and media coverage, but this year all indications point to 2019 bringing an explosion in the practical applications of smart, self-learning technologies.