Preparing to fix Fractured Organizations with AI-First CRMs

Customer relationship management (CRM) systems have been in use since the late 1980s, and like many technologies, they have evolved significantly over time in terms of capabilities and sophistication. The emergence of cloud-based solutions allowed easier access to CRM tools and data, and the integration of analytics and artificial intelligence (AI) into CRM systems has enabled businesses to gain insights from their customer data and personalize interactions. Today, CRM systems remain a critical tool for businesses of all sizes to manage customer relationships, drive growth, and provide the foundation for exceptional customer experiences (CXs). In fact, according to IDC’s global monthly survey of IT decision makers, organizations identified their primary CRM/CX provider as being their most strategic technology partner when it comes to customer experience.