Finding the most effective use of resources and technology is an ongoing challenge. Trends change as markets shift, and new capabilities offer better ways of working.

Even with a high-level focus on business outcomes, customer experience and employee satisfaction, you have many choices. Automation, analytics and journey orchestration all play a valuable role in boosting your effectiveness and success.

Where do you begin to define the tech that supports winning customer and employee experiences — and the trends driving adoption. See these recommendations to learn why and be able to:

• Focus on capabilities with long-term benefits
• Make choices using knowledge of industry trends
• Ask relevant questions of technology providers
• Use AI and automation to their full potential