THE BOTTOM LINE
Technology innovations – both new and old – continue to transform the technical requirements for customers relationship management (CRM). The focus of 2017 on orchestration, industry accelerators, and developer democratization made faster, better CRM deployments possible. The blurring of business-to-business and business-to-consumer are creating new challenges in 2018 while embedded artificial intelligence (AI) will be table stakes for leading vendors. Looking ahead five years, Nucleus sees the full realization of orchestration, dramatic changes in pricing models, and the dominance of AI and bots presenting new opportunities – and challenges – for CRM vendors and decision makers.