Attempts to predict the future are dangerous. But having an idea—even a vague one—of what the next few months are expected to bring is crucial for business leaders to plan ahead, secure the funding required for necessary investments, and make the essential changes in their organizational structure.

2012 saw customers become increasingly savvy in using social media to talk about brands, smartphone use kept skyrocketing, and organizations continued to grapple with the gargantuan amounts of customer data. According to several experts who spoke with 1to1 Magazine, the rise of mobile and online interactions will continue to be reinforced in 2013 as increasingly connected customers become choosy about the information they receive and what channel it comes through. Companies will strive to find new ways to communicate with customers and prospects and more customer service organizations will oversee social media and monitor the channels to resolve customer issues.