"The biggest changes for sales tech in the coming year will follow those that we’ve already seen in consumer tech and media. Not too long ago, people had only a few options for communicating: phone calls, emails and face-to-face conversations. However, the mobile revolution and an explosion of social media channels has created a new breed of short-form, staccato communications – texts, tweets, Snapchat messages, etc. – that have superseded many of the conversations that used to happen by phone or email.
"...New developments in artificial intelligence will lead to the automation of short-form communication (text, chat and social channels), in which machines can adequately respond to simple inquiries from customers. However, the human touch will remain incredibly valuable for sales, especially at an enterprise level..."