It's always interesting to look at what the analysts are saying and this research from Forrester certainly sums up what we're seeing and expecting in the UK Public Sector.

Internet of Things (IoT) - We've seen an explosion of connected devices, these all need to be managed as they often interact with consumers / citizens and deliver services that are expected to be available 24 x 7.

Employee / Customer Experience - Customer experience insights and metrics can now easily be used with employees.  We've seen a huge rise in the number of channels customers can interact with and employees are expected to manage. We've seen many problems associated with overloading employees and providing too much data and too many screens.

Artificial Intelligence (AI) - Whilst this technology has been in use for many years, awareness is rapidly rising. We're now seeing mainstream devices in the home with Amazon & Google. We're also seeing a lot of interest in tools that help organisations interpret and leverage data to enhance the overall customer experience.