3. AI and Machine Learning already
bring used to understand voice
conversations
Insights
from Voice
4. AI powering even more
personalisation We will see AI powering even deeper
levels of marketing personalisation
5. Seamless multichannel
experiences
51% of companies use eight channels or more to
communicate with customers
Only 14% of companies report that they are
currently running coordinated marketing
campaigns across all channels
source: Gosquared annual survey
6. We will see further adoption of data
analytics tools
Data is the
currency of
business
10. "The same technology that unites and
connects also divides and isolates".
Former U.S. President Barack Obama
Trust is our
#1 value
“Privacy is very important to us, we
view it as a fundamental human right”.
Tim Cook, CEO, Apple
Trust, privacy and ethical data
collection issues will continue to
gain more attention