The Internet of Things (IoT): the connection and intercommunication of devices and appliances using a combination of WiFi, Bluetooth and the World Wide Web.

Today, people are increasingly becoming more and more dependent on applications (apps). Carl Nawagamuwa, Vice-President of Client Services (Southeast Asia) at Amobee, is convinced that mobile phone apps are set to play an even greater role in defining customer experience (CX) as we move toward 2020. Mobile smart phones are already the sole gateway to the internet for many people in the Asia-Pacific region.

A recent Fifth Quadrant report conducted in partnership with Interactive Intelligence has revealed how organisations will be managing and improving their CX ecosystems. Titled ‘The Technology Investment Priorities for Customer Experience in 2016’, the report was based on responses from respondents in the services, distribution, government and manufacturing sectors. About 60 per cent of respondents had an employee size of less than 1000 employees, while the rest were larger, with 1000+ employees.