In today’s business, buzzwords such as artificial intelligence and IoT are common. But, these technologies will soon invade CRM as most businesses won’t be mixing their customer data with such technologies in the next few months. These technologies are certainly on the way, but today’s CRM evolution is the result of the delivery of good customer experience. Today’s, better customer experience is where CRM is heading right now. CRM is now embracing CX in a variety of ways. They are: Managing CX through CRM, The Reemergence of Social Data, Deeper Data Intelligence, Reduced Data Silos and More Third Party Data. Read more at: http://it.toolbox.com/blogs/insidecrm/where-crm-is-heading-in-2018-78364