In 2015, we wrote a blog post about the future of CRM, with some predictions for the next five years. We thought it would be fun to look back at those predictions and see what became a reality and what remained just a fantasy.
The digital world is right in front of your eyes – literally
“Contact lenses with a built-in camera? That challenge has been already taken on in 2015. Can you begin to picture what could augmented reality bring on by 2020? CRM enthusiasts could benefit from using data live-streamed to their phones, for instance.”
Contact lenses with built-in cameras, already a hot topic in 2015, are now a reality. They are still being tested, but we predict that 5 years from now they can become a commonly used tech – maybe even like smartwatches or smartphones.
After years of research, a startup called Mojo Vision announced that the first prototype of their breakthrough product is ready: the world’s first smart contact lenses. These lenses have a super tiny built-in display to project images onto the retina. This is the smallest display that exists, squeezing 70,000 pixels into less than half a millimeter. Although the final product is only expected to be finished 2-3 years from now, it already gained huge popularity. This is definitely something to look forward to and we hope that 5 years from now when we revisit this post, the product will be already available on the market!
At Resco, we are also busy developing innovations in this field. In our Summer Update preview, we have briefly introduced our new AR features, including AR video calls. This feature enables employees to start an AR video call and get support from other team members, who can draw AR instructions live for them to see. This feature, along with others, will be soon introduced in more detail in our Summer Release next week, so stay tuned!
Less robotic virtual assistants
“All the Siris, Cortanas or Google Nows are about to become less robotic. By 2020, your dear assistant could effectively rifle through all the huge data in a snap. It will recognize what you are asking for by both tone and context.”
Virtual assistants indeed became less robotic. There have been huge improvements in their ability to understand and speak languages. Recent advancements in the field of deep learning had a significant impact on them as well. Google’s WaveNet, a generative model for audio waveform, made improvements in the field of natural voice synthesizing through the application of deep neural networks. Eventually, this helped in creating Google Duplex, which enables humans to have natural conversations with computers. This new technology can carry out “real” conversations with people over the phone to complete various tasks, such as scheduling an appointment. For example, it’s able to make an appointment at the hairdresser or book a table at a restaurant, as you can listen to it here:
Although Resco does not yet have its own Siri or Cortana, our solutions can be controlled through voice as well. You can find out more about our voice recognition technology and how enterprises can benefit from it in this blog post.
Big data getting bigger
“So, how can huge data enrich CRM? For example, it could use previous interactions to predict your customers’ needs. Capture not only what they need, but when they need it and what’s the best way to bring it to them.”
Now, big data can easily predict the future needs and wants of customers thanks to the advancements in AI and machine learning. In the last 5 years, the number of databases that exist for a wide variety of data types has more than doubled from approx. 160 to 340. Bringing huge amounts of data together and strategically working with them will be a key success factor for companies in the coming years.
AI can significantly simplify even the most common daily operations. For example, our AI image recognition can simplify searching for products or other items in databases. You only have to take a picture of the item in question and the system will automatically tell you what it is. What’s more, it can also provide you with more information about the item.
Wearables for business use
“The fact is, many companies are now trying to find novel ways to use technologies like wearables or the Internet of Things to do business. It is not only mobile that will continue to change the way companies crunch data and serve customers. The wearables are not a hype anymore, they are here to stay. Cool fact: With smartwatches, smart glasses or a smart helmet, you will manage to systematically identify opportunities for cross-selling and upselling just by the look at your watch. You will literally carry all the details about your business on your wrist or head. (Hope that doesn’t scare you off.)”
True, smartwatches not only stayed but are increasingly becoming more and more relevant. Until now they had been almost exclusively focused on personal and fitness use, however, this is changing. Industries and businesses are starting to see the potential of smartwatches for boosting productivity and overall company success too. At Resco, we are passionate about the possibilities of smartwatches – we even published an e-book about their business use cases a few weeks ago. If this is something you’re interested in, you can easily download the e-book by clicking here.
Transport your hologram to your next meeting
“Imagine, you are able to see a visualization of your entire sales pipeline and its status, projected from your phone. Hologram is the thing that can take mobility in CRM even a stage further. Cool fact: It could also replace the projector during meetings!”
It could indeed replace the projector during meetings… or even yourself (at least your physical form). Holograms can replace face-to-face meetings and this trend had only been accelerated by the coronavirus pandemic. Video meetings are unpredictable – the internet connection can fail, the video or voice can freeze, and a number of other technical problems can arise. The good news is that there is another way to interact with your colleagues, even if you’re not physically in the same room with them – through holographic transportation. Holographic technology is becoming more affordable and since it’s a safe way to conduct meetings amidst the pandemic, more and more businesses are starting to apply it.
This is not the future, this is already here. Take a look at how holograms can be used in a keynote context. It’s pretty realistic, isn’t it?
5 years from now – tech trends in a post-pandemic world
Our earlier predictions weren’t far from reality, but what will the next 5 years bring? One thing’s for sure: the pandemic crisis that shaped 2020 more than anything, had (and will continue to have) a great impact on technological developments. In 2025, we might purchase contact lenses with cameras or smartwatches capable of detecting diseases through advanced health sensors.
And what about enterprise systems and CRM? In 2017, CRM was the biggest software market. By 2025, the CRM market is expected to reach $81.9 billion. The CRM software of 2025, powered by AI analytics, can take delivering data-driven insights about customers to companies to a whole next level.
Download our new e-book & learn with us
Want to find out more about how businesses and industries can benefit from using smartwatches? Click here to download our brand-new e-book all about the business use cases of smartwatches.
And if you want to take full advantage of Resco technology, sign up for our online courses at Resco Academy, where you can choose from a variety of technical and business courses. We are looking forward to having you there!