Each year there seems to be a tech trend for enterprises to follow and these trends usually underpin sessions at the various conferences. Over the years we’ve seen the trend move from omnichannel, digital transformation, to customer experience…This year has firmly been entrenched in the world of Artificial Intelligence (AI) and Machine Learning (ML).
But, it’s no longer about the theory and the nice-to-haves. The trend is about how we use AI and ML to improve processes, provide a better customer experience, support digital transformation initiatives and drive omnichannel communications.
