In the age of a digitally empowered customer, delightful experience lies at the heart of any digital technology agenda, which means simplifying customer-facing processes to make digital interactions quick and enjoyable. Business process management becomes a paramount facilitator of customer engagement across digital channels. According to Forrester, 30% of BPM initiatives had customer experience (CX) improvement as a primary driver. Effective employing of BPM allows organizations not only to increase the operational efficiency but also to deliver unique customer experience.

Many organizations are considering investing in next-gen Sales Force Automation (SFA) solutions, as this software provides sales teams with consistent and transparent control over core processes starting from activity tracking, opportunity and lead management, territory and quote management, and sales forecasting. According to Gartner, SFA will be a $9.4 billion market by 2019. In order to get the most out of SFA implementation, organizations need to plan a well-thought strategy aligned with their core business objectives.

In the era of the digitally empowered customers, marketers are becoming highly dependent on digital tools to collect customer data and reach demand generation excellence. Marketing technology (martech) becomes a key catalyst for competitive advantage enabling marketers to deliver more personalized content to the right customers. As the pace of technological advancements continues to accelerate, ever evolving martech are enabling marketers to meet the demands of digitally native customers.

Artificial Intelligence (AI), machine learning and analytics are becoming much more of a practical part of customer service. By 2018, 50% of agent interactions will be influenced by real-time analytics and the use of virtual customer assistants (VCAs) will jump by 1,000% by 2020. Intelligent tools can deliver a better self-service solution, help service teams provide faster support and enhance the overall customer experience across different channels.

In the era of the digitally empowered customers, marketers are becoming highly dependent on digital tools to collect customer data and reach demand generation excellence. Marketing technology (martech) becomes a key catalyst for competitive advantage enabling marketers to deliver more personalized content to the right customers. As the pace of technological advancements continues to accelerate, ever evolving martech are enabling marketers to meet the demands of digitally native customers.