To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions.
• The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty-building interactions with their customers, and to apply it in their marketing and sales initiatives.
• More customer actions will be captured by artificial intelligence (AI)-driven customer relationship management systems to maximize value.
• Social media conversations, Internet of Things-connected products, and augmented and virtual reality will be deeply mined for insights, including improvements and anticipatory, intent-based, targeted offers.
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