Summary
This report presents Forrester’s 2024 analysis of the top emerging technologies in CRM operations. We categorize each technology based on its ability to deliver benefits in the short, medium, or long term. Emerging technologies delivering short-term benefits include generative AI (genAI) for language, genAI for visual content, and TuringBots. Those delivering medium-term benefits include explainable AI and AI agents. Those delivering longer-term benefits include Web3 and extended reality.
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