Real Value from CRM & AI

About me

I help organisations turn CRM and AI ambition into real business impact.

I’m Didier Dessens, a senior business consultant specialised in CRM transformation and AI-enabled customer strategies, with over 20 years of experience supporting large, international organisations.

I work at the intersection of strategy, technology, data, and change. I help organisations move beyond fragmented CRM implementations toward scalable, enterprise-grade operating models. My background strongly influences my approach: Understanding context, incentives, and narratives is just as important as selecting the right technology.

Over the years, I’ve worked across industries including financial services, telecommunications, industrial engineering, or manufacturing. Often on complex, multi-country Salesforce and CRM programmes.

This blog, The CRM + AI Playbook, is where I share practical insights, lessons learned, and critical perspectives on CRM, AI, and large-scale transformation. Without hype.

Interested in CRM, AI, and transformation done right?

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