The way customers interact with the company is evolving and voice recognition is becoming a substantial contribution to customer relationships. The technology enables companies to personalise their interactions with each customer, creating an emotional bond. 

Even more, IoT in the form of connected homes and connected stores can provide deeper insights into a customer's needs. This allows brands to provide the right service at the right time and adds a new dimension of customer value.

The power of voice recognition and connectivity everywhere are two of the key challenges we look at for 2020.