Forrester identified the top 10 tech trends for 2018 to 2020, analyzing how they will transform businesses. Topping the list is the internet of things (IoT) and how it’s causing a shift in computing toward the edge. Forrester also provided use cases for how popular trends like robotics, automation, and analytics will be deployed in real-world scenarios. Here are some of the highlights:

  • Software robots will replace routine tasks that humans do poorly. By 2020, robots will engage in work that drives customer outcomes. They’ll reshape customer experience by predicting customer needs, providing customer service, empowering online self-provisioning, allowing in-person self-service, and ceding full responsibility to self-service.

  • Insights-driven leaders will steal $1.2 trillion from data-aware firms. Firms will harvest insights using both data analytics and qualitative methods and will then implement insights in software to drive revenue and expand competitive barriers. This will allow them to sustain 27% to 40% annual growth.

  • By 2020, businesses will start to shift rapid-cycle AI innovation to the cloud. As machines learn to monitor and train themselves, tech leaders will push their artificial intelligence (AI) architectures to the public cloud. The combination of big data, AI, and the cloud will create massive disruption around technology like self-driving cars due to rapid-cycle innovation.

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