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Customers drive business. Customer experience should drive business strategy. For some companies this is old news; for others, it's the beginning of a transformation. Look for a continued shift in focus on the customer experience across digital platforms.

Businesses must continue to respond to the growing need for digital and virtual experiences for customers. Artificial intelligence and automation will play a major part in not only improving innovation and operations around the customer journey, but also in saving businesses time, money and resources.

Security cannot be on-premises alone. Reliable, secure cloud services are key. Look for growing competition across vendors offering solutions for digital integration and transformation. This means the related demand - a high-skilled workforce - will grow as well.