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Introduction

The trends to keep an eye on in 2018 are those that will have the biggest impact on helping fuse enterprise systems, technologies, and processes to create a more collaborative workforce – one that is united around the customer.

Highlights

  • Emerging technologies answer the call for enterprise integration.
  • As enterprises organize around the customer, friction is removed.
  • Data will become a unifying currency for the enterprise.

Features and Benefits

  • Features the trends shaping seamless enterprise collaboration and omnichannel CX in 2018.
  • Includes the associated technology vendors within the omnichannel and enterprise collaboration categories, such as enterprise video, customer engagement hubs, and enterprise social networks.

Key questions answered

  • What are the drivers of enterprise collaboration going into 2018?
  • How are enterprises preparing to adapt to the changing shift in omnichannel behavior?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Emerging technologies answer the call for enterprise integration

  • AI and chatbots remove friction in the workplace
  • APIs enable the digitally connected enterprise
  • The DevOps mentality leads to continuous enterprise integration
  • Enterprise social networks erase lines of demarcation
  • Centralized customer engagement platforms create visibility across the enterprise
  • Enterprise-enabled video enables social learning and communications

As enterprises organize around the customer, friction is removed

  • Customer journey mapping builds momentum for frictionless enterprises
  • UX design teams take a customer experience approach
  • Knowledge workers give way to learning workers

Data will become a unifying currency for the enterprise

  • Self-service business intelligence creates data democratization
  • GDPR compliance will give rise to enterprise architects

Appendix

  • Methodology
  • Further reading
  • Author

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