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.
I’m excited to announce we just published our 2017 edition of Forrester’s top technology trends to watch. This report continues to be one of our most popular reports, and I’m privileged to lead it every other year. This report was our biggest collaboration ever; we included four co-authors and dozens of analysts contributed. It highlights our most provocative technology trend research and links directly to several dozen of our best reports.