Published: 07 December 2017
Analyst(s): Jim Robinson , Olive Huang , Jim Davies , Bern Elliot , Nadine LeBlanc , Michael Maoz , Jenny Sussin , Brian Manusama
Generational shifts in expectations for better customer service and engagement will severely challenge enterprises. Application leaders must understand emerging trends such as new engagement channels, hype around AI and security, and critical decisions on the right level of human support.
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