- More AI Based Bots
- Contextual CRM will take center stage
- Omnichannel CRM will take over
- Social CRM Will Thrive
- Predictive Analytics Will Come Into Its Own
- Verticalized CRM will set in
- The Suite/Best of Breed Seesaw will keep swinging
- Early Case Assessment
- Internet of Things Challenges
- Business Intelligence
- Cyber Security
ECM is now dead (kaput, finite, an ex-market name), at least in how Gartner defines the market. It’s been replaced by the term Content Services, a strategic concept that covers three aspects, namely Content Services Applications, Platforms and Components.
The volume of an organization’s intellectual property, technical knowledge, competitive intelligence information (knowledge assets), and the information systems that store these critical knowledge assets is growing substantially year over year.
As a result, the nature, location, and stewardship of critical information is not well-known, and this introduces risks to the organization in terms of the information’s security and the ability of the enterprise to protect its records and data while making it available to those who need it. Tackling these risks head on reinforces a company’s commitment to developing a strong information governance framework that will secure its knowledge assets and systems.
We are now in the Internet of Things (IoT) era. With the acceleration of analytics and big data, at this point in time if you can imagine a use for data it will likely become a reality.