A Gartner survey identified the top emerging technologies that organizations expect will have the biggest impact on customer experience projects in the next three years. By 2022, 70% of customer interactions will involve emerging technologies such as machine learning applications, chatbots and mobile messaging.

Emerging technologies expected to have the biggest impact in the next three years include:

- AI
- Virtual Customer Assistants/Chatbots 
- IoT

Gartner 5 Key Emerging Technologies and Their Impact on Customer Experience , Don Scheibenreif , 8 August 2019
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