Technology buzzwords are inescapable but what do they all mean? In this document, we tell you which technologies are most likely to impact your customer experience. We also provide a handy score you can use prioritize the technologies most important right now.

1. Technology buzzwords are inescapable but what do they all mean? Turn the page to learn
which technologies are most likely to impact your customer experience.
2020
MARKETER'S
GUIDE TO
EMERGING
TECHNOLOGIES
Featuring our Analegy Innovation Rating (AIR) Score - so you
can better prioritize your technology investments

2. Copyright 2019, Actuan Global, LLC2
Analegy
Many marketers would likely appreciate the old
days of being concerned about one channel. Today’s
products can be sold offline or online - and even then
across different touchpoints within those categories.
This necessarily created a greater focus on the cus-
tomer experience and ensuring marketers understood
customers’ needs as they traversed multiple channels
in their efforts to buy products.
Critical to building strong, modern customer expe-
riences is data. Companies like American Express
figured that long ago when they invested heavily in
database marketing and tracking the behaviors of
their card customers. That was a heavy lift in those
old days. Today, it’s a lot easier to do.
Emerging technologies, technologies that are early on
the diffusion of innovations curve, have limited adop-
tion but may offer companies two important elements
for customer experience success:
DIFFERENTIATION - How quickly does your
company generally adopt new technologies? By
identifying and using emerging technologies that
align with your goals, you improve your ability to
stand apart and deliver value.
DATA - This one may be even more important
the differentiation. Even an unsuccessful pilot of
a new technology be useful if approached as an
opportunity for learning. Valuable behavioral data
can be captured that leads to insights about how
your customers use specific technologies and
engage with your brand.
Make no mistake. We are not advocating that all of
these technologies be implemented at your company.
Most of the technologies found within, however, are
up and coming technologies likely to experience wide-
spread adoption. The question will be, how are they to
be used within your company? Emerging technology
experiments and tests can bear this out. In the mean-
time, we’d like to share why you should investigate
these technologies further.
Introduction
The technologies
within offer tremen-
dous opportunities
for marketers and
customer experience
managers willing to
use an experimental
approach

3. “The past three years or so have been the most dynamic I've
seen in 20 years in this industry. Before, customer journey
conversations were about mobile and desktop. Those days
are over. The channels are growing and technologies like
machine learning (ML) and artificial intelligence (AI) are
raising the stakes in delivering the types of experiences
customers expect.”
Talib Morgan
President, Analegy
3

4. Copyright 2019, Actuan Global, LLC4
Analegy
The Analegy Innovation Rating (AIR) Score is designed to help you make
educated decisions about which emerging technologies you might use to
most effectively improve your customer experience.
Our Rating
System
In an ideal world, we'd be free from the constraints of finite resources. In this world, however, budgets, time
and talent are necessarily important factors in being able to successfully execute new projects. Those resource
limitations make it necessary to be judicious in deciding which technologies you should consider building
products around. Our Analegy Innovation Rating (AIR) Score is created as a tool you can use to make those
decisions.
The AIR Score has four components, each one added based on the factors that are strongly correlated to
the success of technology projects - especially those projects impacting the customer experience. Those
components are:
Technology Penetration - How popular is a technology based on the number of people familiar with it
and actively using it?
Vendor Support - How strong is the diversity of vendors available to provide solutions using the
technology?
Talent Availability - How wide and deep is the network of knowledgeable, experienced talent both in
terms of existence and willingness to be hired
Marketplace Readiness - How ready are consumers to actually use a technology to engage with
brands?
The final AIR Score is a composite of both the grades for the four components and
our admittedly subjective view of the importance in investing in a specific technology
in the next 6-12 months. The scale for the AIR Score is in the callout box to the right.
As you consider developing MVPs and pilots using these new technologies, use the
AIR Score as a guide to gauge which technologies might be worth your investment.
Admittedly, there may be technologies that are more appropriate for some industries
than others but our aim is to provide a broad perspective that applies to most
companies.
AIR Score Scale
1 - Skip for Now
2 - Keep an Eye on It
3 - Time to Take Seriously
4 - Begin Testing
5 - Prioritize this Technology
Each Component Graded Using the Following Scale
1 - Not Much 2 - Little 3 - Somewhat
4 - Much 5 - A Great Deal

5. Copyright 2019, Actuan Global, LLC
Analegy
How can Analegy help your
Technology Strategy
Launch emerging technology MVPs
and pilots in 90 days with our FOCUS
Innovation System
Build roadmaps that allow you to plan
the ideal way to rollout new technolo-
gies
Develop technology strategies that
align your technology stack with your
marketing and CX goals
Interface with business, customer
experience and IT teams to "translate"
goals, objectives and ideas
Augment marketing resources
by operating as an embedded
technology resource within marketing
5

6. 6
Analegy
Experts have come to define artificial intelligence (AI) as “the study and design of intelligent agents” that learn from their
environments and use what is learned to make decisions that optimize the likelihood of success. AI can take a couple of
forms:
ȧȧ Weak (or normal) AI – Artificial intelligence agents developed for a specific purpose. Common references for weak AI
(e.g. virtual assistants like Siri and Google Assistant, speech recognition technology, etc.) fall into this category
ȧȧ Strong AI – AI agents that are able to apply their ever increasing knowledge to solve a growing range of problems
without human intervention. Strong AI agents are generally considered to have cognitive abilities similar to human
beings.
Greater computational power has enabled the growth of artificial intelligence for solving problems across almost every
industry. Very few instances of AI are considered strong AI, however.
Automation is often the first idea mentioned when artificial intelligence (AI) is mentioned. The truth is, automation only
scratches the surface. Automation usually refers to the use of “smart” technology to manage the delivery of some product
or service - most frequently in a manufacturing or production environment. In many ways, companies have been doing that
for ages. AI advances in those spaces are often evolutionary.
For the customer experience, AI introduces revolutionary advances. As much as we think we’ve addressed some marketing
and CX challenges with technology, in many ways we’re still brute-forcing our way into customers’ lives. Ads may or may
not be relevant. Marketing programs target segments rather than individuals. There are often breakdowns between offline
and online experiences. On top of all of that, peoples’ behaviors as they travel through the customer journey are often
misunderstood. AI will radically change the way consumers and companies interact with each other -- empowering each to
make smarter and more informed decisions.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
artificial intelligence (a.i.)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
2 3 2 3 4
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

7. 7
Analegy
Augmented reality is the overlaying of interactive information onto real-world environments in ways that “augment” the
experience of users on electronic devices. Such environments allow users to virtually engage with products and brands in
ways that blend the experiences of offline and online realms.
Organizations must deliberately create augmented reality experiences. They cannot be developed in a reactive or
spontaneous way. Strategy and capital investment are required. Once the experience is developed, consumers will then
use their devices to view the experience with a dedicated app and using a trigger. Those triggers can take one of the
following forms:
ȧȧ Marker-based – Uses a physical object the augmented reality application knows to "look" for to activate the AR
experience. The object can be in the real-world or an image representation
ȧȧ Markerless – Relies on sensors (e.g., camera, GPS, etc.) that detect and recognize features of the real-world
environment to create a virtual environment that augments or alters what the user sees in the real world
ȧȧ Geographic – Device sensors like the GPS, gyroscope and compass provide the AR application with specific
information about one’s location so the virtual environment can be overlayed with data relevant to the real-world
surroundings
The beauty of the real-world is that we get to touch and otherwise experience items first hand. On the other hand,
information is a key benefit of online experiences. One can find a product online and discover any number of directly
related and tangential dimensions of data about that product. Coupons? Check. Store reviews? Check. Competitive
pricing? Check. Real-world retail feels limited in comparison. Augmented reality blends them by bringing abundant
information to our real-world experiences. Augmented reality also makes our online experiences more engaging by
providing a means for customers to “try” products before purchase. Many brands ranging from home improvement stores
to beauty brands take advantage of AR for this purpose.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
augmented reality (A.R.)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
1 2 1 3 3
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

8. 8
Analegy
Wikipedia defines a blockchain as a “a growing list of records, called blocks, which are linked using cryptography. Each new
block is [created using a combination of a secure encoding of the previous block], a timestamp, and transaction data...”
Blockchains are considered to be very secure means of recording transactions. Because each new block is dependent
upon the block that came before it, it is believed to be difficult to alter a record once it has been recorded without also
changing the blocks that succeed it.
Plainly, digital records are open to tampering. Whether dealing with bank records or voting tallies, records that are saved
in digital format can be compromised. Again, per Wikipedia, blockchains provide “an open, distributed ledger that can
record transactions between two parties efficiently and in a verifiable and permanent way”. Blockchain offers a way to
securely register transactions that minimizes the risks generally associated with digital data.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
blockchain
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
1 1 1 2 2
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

9. 9
Analegy
Chatbots are a low-cost, low barrier to entry foray into artificial intelligence and natural language processing (NLP). They are
interactive applications that respond to text-based triggers in a chat interface.
They are built around the concepts of utterances, intents and entities. Utterances include everything the user says. The
intents and entities exist within each utterance. Though not an exact comparison, you can loosely think of ‘intents’ as verbs
and ‘entities’ as nouns. Intents represent what a user wants to do and entities modify the user’s intent.
A user, for example, may want your system to ‘show my last five orders’. In that scenario, the entire phrase is the utterance.
The term, ‘show’ (or view, if from the user’s perspective), would be the intent. The terms ‘last’, ‘five’, and ‘orders’ are entities
that specify context around the intent and inform how the intent will be processed. The phrase ‘show the first ten drinks
I bought this month’ is similarly structured to our first one but has different entities that will result in the utterance being
processed differently.
While they have lots of potential applications, they are most commonly used to improve customer service efficiency by
providing an automated interface for responding to specific queries customers may have.
Unfortunately, chatbots have had mixed results. Because chatbots are developed to respond to specific intents and entities,
they can quickly be “confused” by users’ queries and hinder the customer experience. Well designed chatbots are launched
with proper expectations set with customers and a handoff to a live CSR when interactions get too complex.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
chatbots
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
3 3 3 3 4
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

10. 10
Analegy
We take our brains for granted. Our brains work to process and make sense of everything we see. Every person, every cof-
fee cup, every sign and every slab of sidewalk has to be seen, computed, decoded and turned into information we use to
help us how to proceed in the world. That’s done automatically and spectacularly quickly by our brains.
Computers have to be taught to “see” the world the way we do. Computer vision technology allows computers to use cam-
eras to identify objects in the world. It’s a lot more challenging than it sounds.
Just as we learn what objects are by repeated exposure to them, computers have to be “trained” to recognize objects by
being exposed to thousands of examples of those objects. Then, the computers are limited to recognizing only the objects
they’ve seen before. A system that can recognize a bike, for example, will not necessarily be able to also recognize a motor-
cycle. Once properly trained, however, computers can become very astute at rapidly recognizing multiple different objects
in images, videos and in the real-world.
Most of what we know about the world comes from sight. It is generally considered to be the most used of humans’ five
senses. Much of what we accomplish in the world is due to our ability to see and we recognize that having machines that
can help us “see” more can only make us better.
Facial recognition is the most commonly used example of computer vision. The applications of the technology are far more
vast than that. Highway authorities, for example, could use CV to distinguish between vehicles traveling on highways -
enabling make perfectly accurate estimates about the types of vehicles that travel on their roadways. Alternatively, retailers
- even those with wide ranges of products - could allow people to take a picture of an item and know exactly which product
variant someone wanted and immediately reorder the product. In healthcare, CV is aiding physicians in the diagnosis of skin
cancers and other ailments.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
computer vision (cv) / image recognition
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
2 2 2 3 4
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

11. 11
Analegy
The content management system (CMS) is a fundamental part of the web experience. If you’re reading this, then there’s an
almost 100% chance you’re using a CMS of some kind (e.g., Drupal, Adobe Experience Manager, Wordpress, etc.). If CMSes
are so common why am I writing about them here, you may be asking.
CMSes are changing. They have traditionally been used to automate the rendering of content on your web site. As the
number of devices on which content can be displayed has increased(e.g., computers, phones, watches, refrigerators, voice
assistants, etc.), there has been more demand for a new type of CMS - the headless CMS.
Headless CMSes differ from standard CMSes because they aren't necessarily used to render content on devices like
computers and phones. Rather, they serve as a repository that maintains content so it’s available for customer experience
managers and marketers to present the right content on the right device at the right time.
Indeed, why is the CMS in an ebook about emerging technologies at all? It's because the CMS is the marketer's and the
CX professional's interface between their organizations and their customers. More and more, your customers will begin
engaging your organization through conversational UIs like voice assistants, chatbots and other technologies we've not
traditionally used - including Internet of Things devices. Because each engagement is part of the brand experience, it
matters that each message from your company be thought through. Those messages - regardless of channel or device -
will be maintained and managed in your CMS.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
content management system (cms)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
5 4 4 5 5
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

12. 12
Analegy
Does your car have Internet? More and more new cars seem to be coming off the line with 4G internet connections. Your car
is a thing. Every small device around your home that communicates with other devices on networks -- your light bulbs, your
thermostats, your refrigerator, voice assistant, light switches and everything else. They’re all among the “things” referred to
by the phrase “Internet of Things”.
The Internet of Things is the term used for real-world devices that have been embedded with network capabilities that
allows them to send or receive data from other networked devices.
Almost everything in your environment can become an IoT thing. Marketers of large durable goods type appliances have
obvious reasons for turning their refrigerators and furnaces into IoT devices. Device health and operations are data points
consumers (and manufacturers) would clearly be aware of. There are numerous opportunities for other marketers, too. Light
switches, clocks, key trackers and even shoes (yes, shoes!) are among the many types of devices that could benefit from
IoT. The question isn’t whether your brand can use IoT. It’s how!
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
internet of things (i.o.t)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
1 1 2 2 3
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

13. 13
Analegy
We have always had access to data. What we lacked was the computing power to turn that data into real insights. Systems
engineering advances have changed that and computers now have the power to quickly digest and analyze huge amounts
of data. Machine learning is born from that ability to analyze large amounts of data.
Machine learning is defined as the implementation of algorithms that facilitate the analysis of existing data and the subse-
quent creation of models that can predict or decide future behavior. Machine learning relies on statistical analysis and other
complex mathematics techniques to create predictive models.
Machine learning algorithms generally rely on one of two techniques for analyzing data:
ȧȧ Supervised learning – Method where ML algorithm relies on “training” data with known (i.e., labeled) inputs and
outputs to create a model that predicts future values based on a similar arrangement of inputs and outputs
ȧȧ Unsupervised learning – Method where the machine learning algorithm is forced to rely on statistical calculations
to intuit which data elements are correlated and what the ultimate independent (inputs) and dependent (output)
values may be
Machine learning has many applications. It can be used anywhere there is a need to predict some behavior or activity.
How many people will be likely to purchase a product based on the number of exposures to an ad and the current
outdoor weather? What is the likelihood a specific received email is spam? What will home prices look like in a particular
neighborhood over the next two years? Machine learning can be applied to all of these situations - giving people the
information they need to make better informed decisions.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
machine learning (ml)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
4 3 3 4 5
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

14. 14
Analegy
Language is how we communicate. There are over 6,500 spoken languages in the world and computers don’t naturally un-
derstand any of them. They have to be “taught” to understand both what we “say” and what we mean when we say it. That
ability of computers to process and turn our utterances into words is what is referred to as natural language processing.
NLP by itself has limited usefulness. It’s great for simply allowing people to create words from what people say - great for
speech-to-text conversion. It’s deficient at actually making sense of those words. That’s where natural language under-
standing comes into play.
Natural language understanding (NLU) is closely tied to NLP. In fact, in most modern cases when people refer to NLP
they’re also including NLU. NLU uses artificial intelligence to turn the words processed through NLP into concepts that can
be used to actually act on what was said (e.g., control a voice assistant, perform sentiment analysis, etc.).
NLP is often used to give companies an idea of how people on social media feel about their brands. Sentiment analysis,
as its referred to, uses NLP technology to determine what people are saying and gauge whether those expressions are
positive or negative. That’s a popular use of NLP but it’s far from the only use.
NLP matters because it provides a method for understanding consumers across numerous contexts. Chatbots use NLP
to decipher the messages sent by users. Similarly, virtual voice assistants like Amazon Echo and Google Home also use
natural language processing. For other companies, NLP can be used to analyze online comments or even your customer
service notes to identify issues and gauge customers’ satisfaction with your brands.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
natural language processing (nlp)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
3 2 2 4 4
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

15. 15
Analegy
If you’re reading this, it’s likely you’re already familiar with personalization. Google and Facebook use personalization to in-
crease the relevancy of the ads you see. Netflix and Amazon use it to recommend products you’ll like. It’s almost impossible
to use the web without seeing personalization at work.
Personalization is the application of algorithms that use information known about you (and/or people like you) to make
recommendations about content, products and services that are likely to be valuable to you. Personalization is enabled
through either stand-alone software personalization engines or through recommendation systems included in more user/
customer experience software. While one approach may have more value depending on use cases, the end goal is gener-
ally the same -- to provide customers with options that are more likely to engage them and drive them to purchase.
Personalization empowers marketers to target consumers with specific messaging based on their demographic profiles
and behavioral activities (e.g., Facebook activity, website views, online purchases, ads clicked, etc. Everything from your
recommended Spotify playlist to the coupons offered to you at big-box stores and your local supermarket are influenced by
personalization.
Media companies like Google and Facebook have treasure troves of data on customers. That data allows marketers to
direct messages to consumers at the precise time at which those messages are most likely to be relevant. Doing so has the
potential to improve the rates at which consumers convert and otherwise engage with their brands.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
personalization
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
3 4 3 5 4
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

16. 16
Analegy
The modern digital customer experience is a complex undertaking. Companies have to build web sites that can accom-
modate both desktop and mobile browsing. Additionally, they have to create mobile apps for both Android and iOS to take
advantage of native features within each platform. That results in multiple “products” to manage as part of customers’ jour-
neys. Progressive Web Apps (PWAs) try to change that.
PWAs are websites that behave like native mobile applications. They are able to access features of mobile devices that
usually limited to applications instead of websites – including being installed on the phone as an app. That means it’s possi-
ble to develop a website that serves both the needs of all of your users – using a single codebase.
PWAs have been around for a few years but capabilities are still somewhat limited. It’s been heavily supported by Google so
Android phones offer more native features than iOS devices do. Still, for some brands, PWAs may be a great way to provide
native app like function in website form.
Native mobile applications are a competitive differentiator for phone operating system manufacturers. Apple and Google
are able to lock both brands and consumers into their mobile platforms by limiting specific functionality to applications
developed for devices running their operating systems. PWAs can, potentially, upend that lockin. For brands, it means not
having to bear the expense of developing multiple platform-specific version of an application. For consumers, it means
getting the same features regardless of your device OS preferences.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
progressive web applications (pwa)
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
2 4 4 3 3
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

17. 17
Analegy
It wasn’t that long ago that building an application - web based or server-based - required a serious commitment. Servers
had to be requisitioned. Proper sizing and forecasting had to be done to ensure your chosen infrastructure could support
your application. A significant amount of resources had to be applied to the work. The cloud changed that equation and
made it much easier to deploy an application’s supporting infrastructure.
“Serverless” is one of the features that enables simpler deployment of web applications. Rather than requiring developers
and their employers to commit to cloud-hosted server resources, serverless allows for the deployment of discrete ap-
plication functions - microservices - that only use as many resources as are necessary to complete their task. When the
microservices aren’t being used, they don’t consume any computing resources (though they still consume a bit of storage
resources because they have to be stored somewhere).
Traditionally, building systems supporting the types of technologies listed in this document have had two (at least) big risks:
scalability and cost. Even in the cloud, it can be difficult to quickly spin up a server and spread the user demand across
new servers. Additionally, each server added for a busy period has to either be left up (and paid for) during less demanding
periods or spun down as needed.
Serverless architecture shifts the responsibility for managing these resources to the cloud provider - who provides only
what’s necessary at any given moment. That means you only pay for what you use and you can scale up and down as
necessary to meet demand.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
serverless
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
4 4 4 4 5
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

18. 18
Analegy
If you’re reading this, you probably already know what a voice assistant is. You may even use one. Apple’s Siri, Google Assis-
tant, Amazon’s Alexa and Samsung Bixby are popular and often used voice assistants. With their help, we’re able to quick-
ly access information and execute transactions ranging from creating calendar entries to buying items from our favorite
stores.
The technologies take advantage of the tremendous processing power of modern computer processors and the abun-
dance of resources in the cloud. That combination allows them to use natural language processing (NLP) and natural
language understanding (NLU) to infer how to handle users’ queries.
Amazon, Google and Samsung makes it possible to create apps that allow your company to take advantage of each ser-
vice’s capabilities. Amazon Skills and Google Actions are the most commonly used versions of these applications because
Amazon and Google are the most widely used voice assistants and speakers. An Amazon Skill and/or a Google Action is
the type of application you’d need to build to interact with your customers on the respective platforms.
Think about how you communicate. If you’re like most people, whether you’re at the market, in your home or at work,
the most natural way for you to communicate is with your voice. Using your voice doesn’t require deciding which button
to press on a screen or giving your undivided attention to a keyboard. It’s an effortless endeavor. Voice assistants take
advantage of this.
Data on the usage of voice assistants and smart speakers is plentiful (and, sometimes, all over the board). It is estimated
that about 41% of Americans own smart speakers. It is further estimated that almost 112 million people will use some form
of a voice assistants in 2019. The devices are used heavily by millennials and growth is seen in every age of customer
from children to senior citizens. They’re here to stay and will be an important touchpoint for your customers -- if they’re not
already.
WHAT IS IT?
EMERGING TECHNOLOGY
WHY IT MATTERS
voice assistants / voice user interfaces
ANALEGY INNOVATION RATING (AIR)
Technology
Penetration
Vendor Support Talent Availability
Marketplace
Readiness
AIR
Score
4 4 3 4 5
The AIR Score is a composite of both the grades for the four components and our admittedly subjective view of the importance in investing in a specific technology in the next
6-12 months.

19. Copyright 2019, Actuan Global, LLC
Analegy
4 steps
to tech
1
2 3
4
Technology changes rapidly. We stay on top
of it so we can help our clients make smart
technology decisions. The result? Customer
experiences that drive sales and exceed
expectations.
We understand that your technology
challenges are business challenges first.
We start with a conversation on how your
challenges impact your business. The
technology comes second.
We've spent over a decade working
with enterprise companies on projects
that include digital technology strategy,
measurement & analytics insights, and
content migration. We can help you, too.
Our goal is to provide great clients with
great service. We put our all into creating
outcomes that achieve our clients' goals and
make them feel great about working with us.
CALL ANALEGY
DISCUSS A CHALLENGE ENGAGE ANALEGY
FEEL GREAT
19

20. linkedin.com/in/talibmorgan
twitter.com/talibmorgan
www: www.analegy.com
email: talib@analegy.com
Telephone: 908 443 1180
Analegy