What are CRM Predictions for 2017?

Will straight come to top 3 trends that I foresee -

a. Proactive and event driven communication will become more pervasive and will be in equal demand for a startup as well as enterprises.

b. Chatbot based CRM will start emerging and solving more use cases than at present. Or will have much deeper integration with traditional CRM

c. With IOT emerging, I would like to believe more personalized interactions with our smart devices.