Monthly Archives: February 2019

What Will 2019 Bring for CRM?


January 1, 2019
By the Editors of CRM magazine

Technology entrepreneur and billionaire investor Elon Musk sounded the alarm again, telling Axios in late November that humans must merge with machines or risk becoming an endangered species. Luckily, most other people’s predictions about businesses and technology for the year ahead aren’t quite so ominous. What follows is just a sample of what some of your peers are thinking.

“As account-based marketing becomes more mainstream and more tools become available, larger marketing automation software vendors will roll ABM features into their platforms. Adoption of ABM will increase overall as more companies will turn to the tailored, personalized approach to their messaging due to the General Data Protection Regulation and other privacy regulations, which dampen the effectiveness of spray-and-pray demand-generation activities.”

Umberto Milletti, founder and CEO of InsideView

“The questions customer service representatives will receive in 2019 will be much more technical and difficult, since bots and self-service technologies can answer the simple questions. As a result, the role of the customer service representative will require a higher skill set. There will be a need for a universal customer service representative who has the whole package, with a willingness for development and lifelong learning.”

Fara Haron, CEO of Global BPS at Arvato

“In 2019, society will push for the demystification of AI and demand a better understanding of what technology is being built and greater transparency into how it is being used. Technology creators will have to embrace full transparency and responsibility to ensure privacy rights are respected and that the technology is being used in a valuable and ethical way.”

Joshua Feast, CEO and founder of Cogito 

“In the year ahead, we’ll see more brands commit to creating experiences that engage and excite people, understanding their target customers’ values and how their brand promise aligns to those values. Armed with that deep understanding of customer expectations, brands will be able to design integrated experiences that entertain, educate, and empower shoppers in a way that will keep them coming back.”

Dave Bruno, marketing director at Aptos 

“Contextual awareness will redefine the customer experience. As companies show no slowdown in collecting data from consumers, customers are increasingly expecting brands to use this data to create a more personalized, streamlined experience, demanding timely, proactive responses and suggestions. Providing insights based on a customer context and previous activity will become the new normal, and brands are only starting to scratch the surface of what is possible.”

—Philip Say, vice president of innovation product management at Sutherland Labs

“Within the next five years, we expect over half of back-end processes to be fully automated, and user analytics will be a key ingredient for intelligent automation. In the CRM space, [machine learning/artificial intelligence] algorithms will be augmented with real-time user data as a way to make applications more responsive to human interactions.”

Brian Berns, CEO of Knoa

“The conversational UX trend will continue, and voice command will play a larger role in how customers engage with enterprises. We will also see a wider adoption of machine learning applied to analytics in real time. This will all be part of an industry trend toward more holistic digital customer management.”

Audelia Boker, global vice president of marketing at Glassbox

“2019 will see companies finally learn the art of listening by developing a strategy that engages customers in the right way, at the right time, and on the right channel. Leveraging analytics, smart companies will monitor the entire customer journey across channels to ensure a consistent experience that drives loyalty.”

Rebecca Martin, chief marketing officer at Calabrio

“Companies will begin to treat customer support and communication as an integral part of the product, brand, and service. Companies are beginning to take notice that you can create a cult-like following if you take care of your customers and don’t treat customer support as a checkbox or a cost center. It’s long overdue.”

Anand Janefalkar, CEO and founder of UJET


Every year, CRM magazine invites leading companies in the field to participate in CRM magazine’s buyer’s guide. Find out about the best solutions for optimal sales, marketing, and customer service.
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Robotic Process Automation Market: By Type, Application, Size, Growth, Analysis & Forecast 2024

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The Global Robotic Process Automation Market supports market-linked various associations, industries, vendors, firms, and organizations by offering a broad stage revealing opportunities time-to-time to rise higher in the market.

Some of the chief contenders:

  • Nice Systems Ltd.
  • Pegasystems Inc.
  • Automation Anywhere
  • Blue Prism PLC
  • IpsoftInc.
  • Celaton Ltd.
  • Redwood Software
  • Uipath SRL
  • Verint System Inc.
  • Xerox Corporation
  • IBM Corporation
  • arago GmbH
  • Accenture
  • Cognizant
  • Deloitte
  • Blue Prism
  • EdgeVerve Systems (Part of Infosys)
  • EnableSoft
  • Kofax
  • Kryon Systems
  • Softomotive
  • THOUGHTONOMY and WorkFusion.

including re-established businesses and newly-emerging firms are contending with one another for global trade expansion in terms of production, supply, demand, income, and after-sales services.

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  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East and Africa

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The report’s major objectives include:

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3 enterprise cybersecurity trends CISOs must pay attention to

With the CISO at the table, organizations must focus on products, processes, and people to stay secure, according to the executive director of the National Cyber Security Alliance.

By Alison DeNisco Rayome | January 24, 2019

With more than 600 cybersecurity data breaches in 2018 alone, enterprises must be prepared to prevent and mitigate coming attacks, according to Kelvin Coleman, executive director of the National Cyber Security Alliance (NCSA), a nonprofit public-private partnership promoting cybersecurity and privacy education and awareness.

Coleman, a former cybersecurity director for the US Department of Homeland Security and the White House National Security Council, has spent his career trying to peer around the corner when it comes to technology, he said. He breaks technology down into three parts: Products, processes, and people.

While products and processes can always be improved, the people element tends to be more difficult, Coleman said.

SEE: Security awareness and training policy (Tech Pro Research)

“Part of that equation, in addition to using big data and insights to inform training and awareness, is to elevate the role of the CISO within the enterprise, and include them in the overall leadership of the organization,” he added.

Here are three trends that will impact enterprise cybersecurity in 2019 and beyond, according to Coleman.

1. Rise of Gen Z

As many members of Generation Z enter the workforce, “none of them have ever lived in this world without their smartphone or their computers,” Coleman said. “This is going to have a significant impact on the enterprise this year, and how technology is evaluated and deployed within different generations.”

The rise of Gen Z in the workplace will also impact how companies use technology for fortification, defense, training, development, sales, operations, and most other parts of the enterprise, Coleman said.

The cybersecurity workforce will also slowly begin to skew younger, Coleman predicted, due to the number of open jobs available, and the number of universities beginning to add coursework in this area. “We know it’s only going to grow from here,” he added.

SEE: Incident response policy (Tech Pro Research)

2. Evolving phishing schemes

Phishing may be an old threat, but it remains one of the most successful means of attack, Coleman said. “With phishing, we know the adversary is going to continue to evolve to use phishing as a way to literally lure people to download the viruses or malware,” he added. Fighting phishing means adequately training employees not to click links or download files that look suspicious, Coleman said.

These attacks are often effective because they rely on human behavior, rather than a vulnerability in a system, Coleman said.

3. Increased focus on employee education

Businesses must increase their focus on providing employee education around cybersecurity—however, there is no one-size-fits-all method, Coleman said.

“There are a lot of really great, innovative businesses out there using technology to catch the bad behaviors and then deploying either just-in-time education or sending that feedback back to the organization so they can then provide valuable insights back to leadership to design some programs,” he added.

While it’s important for CISOs to keep an eye on emerging technologies and threats, hackers will figure out a way to leverage those to meet their own interests, Elliot said. “But when it comes to securing the enterprise, a lot of it also comes down to not getting caught up in the new technologies so much that we forget the basics of cybersecurity—the two-factor authentication and encryption and segmenting networks,” he added. “All those things are so important to organizations.”

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 About Alison DeNisco Rayome

Alison DeNisco Rayome is a Senior Editor for TechRepublic. She covers CXO, cybersecurity, and the convergence of tech and the workplace.

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