Customer expectations are being reshaped by digital innovation. When they get new features elsewhere—from round-the-clock assist to fast returns—they want them out of your business too. Employees increasingly expect to use more useful, easy, client like tools, and always on assistance access to get their jobs done more efficiently in addition. Machines are becoming also smarter. Artificial intelligence AI, desktop learning ML, Internet of Things IoT, sensors, analytics and other applied sciences are teaming up to create sweeping changes across a wide swath of industries and functions.