"According to recent research by Gartner,
- Marketing analytics continues to be hot for marketing leaders, who now see it as a key business requirement and a source of competitive differentiation
- Artificial intelligence (AI) and predictive technologies are of high interest across all four CRM functional areas, and mobile remains in the top 10 in marketing, sales and customer service.
- It's in customer service where AI is receiving the highest investments in real use cases rather than proofs of concept (POCs) and experimentation.
- Sales and customer service are the functional areas where machine learning and deep neural network (DNN) technology is advancing rapidly.
These and many other fascinating insights are from Gartner's What's Hot in CRM Applications in 2018..."