To help you better understand the drivers and insights across what this means for industry, Oracle commissioned 5th Quadrant to conduct research which has highlighted the key drivers and focus areas to assist the public sector to meet this challenge. Other Key insights include the Drive to a more personalised customer experience, customers want you to better understand them and provide a single view of their likes, dislikes and interactions, social channels that are seamless across different touch points and the latest technology such as chatbots, Internet of Things (IoT) and Artificial Intelligence (AI) and their impact on the customer experience.