What Will 2019 Bring for CRM?

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. 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." "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."