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Michael Ringman,
As many of us wrestle with the proper allocation of technology resources, especially during the budget planning season, some insight into what’s to come in the year ahead as it relates to IT trends in customer service might assist you as you plan for 2015 spending. With the rapid pace of change, particularly in the IT sector, simply tracking the evolving trends can be a challenge, never mind trying to take advantage of the trends to reduce costs and simplify employee workload. While I don’t have a crystal ball, I wanted to share a few things I see continuing to shape our industry, in the hopes this perspective might help you as you consider how you can use these trends to your own advantage: Millennials’ expectations influence the IT industry: Make no mistake, adults now in their 20s and 30s are defining the new workplace. Tech savvy, impatient and information hungry, Millennials expect technology to be accessible and reliable 24/7. They are the new driving force in business and, as employees and consumers, they are shaping the IT industry now and in the future. "More and more, people are looking for the power of IT to drive positive change that delivers value for customers. We are making significant strides to get there as an industry. The future is bright!" Cloud services continue to dominate IT discussions: The adoption of cloud services will continue to