As consumers demand more personalized engagement from brands, CRM technology will keep pace through real-time analytics and dashboards that connect sales, marketing and customer service as one team.

The new normal to greet omnichannel consumers: instead of ‘What can I do for you today’ to ‘Tell me what you know’

Integrating email with data driven content, i.e., push / pull marketing. Combining makes them more powerful than the sum of their parts. Tech exists, need to get the marriage right.

Customer Relationship Technology is going to become more personalized in order to retain customers. Customers are looking for less automated approaches when it comes to engagement.

Asynchronous messaging, synonymous with in-app or text support, is the touchpoint of the future. Texting is the most frequently used app, so it reaches customers where they already are.

Organizations need to provide a more personalized experience. CRMs with predictive analytics capabilities that can decrypt customer data and automatically provide the best next option will be in high demand.

We predict greater depth to customer relationships, with technology providers thinking beyond just the primary customer relationship and leveraging relationships with all stakeholders in the customer’s world.

Companies that provide asset-based services will use IoT to personalise their relationship with customers based on usage and for identifying potential faults. Customers will experience a more proactive service.

I predict a seamless integration of bots with customer service/sales staff in multichannel contact apps. All customer conversations will start with bots and move to human reps only when needed.

Most smaller players will be absorbed into ‘marketing cloud’ offerings from companies like Adobe and Salesforce, narrowing the industry to a few big players and a smattering of single-service platforms.

What’s better, royalty or friends? Forget “customer is king” – machine learning will improve sentiment and predictability to form closer bonds. It’s friend-zone time (in a good way).

The ability to deliver personalized customer relationships will be achieved by centrally managing the entire set of interactions a customer has over the course of their lifespan with a brand.

Customer Relationship Tech is moving to mobile and wearable hardware. The skilled workforce is not immune, learn how to operate your relationships on the fly.

The primary change in Customer Relationship Technology will be via innovations in messaging services. Shopping products and services will be possible directly via messaging apps like WeChat.

We believe that CRMs will become more intelligent at gathering information about the client, monitoring the progress of sales and suggest actions to win a sale.

Technology will warp the customer relationship industry by focusing on prevention. Preventing customer complaints and queries by addressing their issues through easy access to answers & help.

The IoT will bring together a great level of connectivity between devices, company and the customer in a persistent, real-time way. This will allow for meaningful data collection for better customer service.

With majority of the online time being spent on social messaging & chat platforms, going forward a lot of the customer interactions and relationship management will get done there.

We will see more on-demand customer service models implemented by established corporations. This will also require tapping the crowd in order to provide personalized and quick support.

I predict we will see a convergence of customer support mediums. Customers will expect to seamlessly jump between social, on-site chat, voice & video to quickly have their questions answered.

Email is still a huge part of customer relationship management. We expect to see more applications integrating with services like to make email a first-class component of their offering.