Category: AI in Business & CRM
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Why the Control of AI Agents Is Driving So Much Debate
Vendors are racing to become the central AI hub, and organizations are adopting multiple tools. The question is no longer which AI to deploy. It is how to coordinate agents across the enterprise to ensure control, governance, and risk mitigation. It also raises the fundamental question of who should own that control as agents spread…
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AI Agent “Washing”: Lessons for CRM in 2026
“AI agents” promise autonomy, but often deliver little more than rebranded workflows. In 2026, spotting hype from real impact and what I call “agent washing” will be essential for CRM success. If you have spent time around CRM projects, you know the pattern: Every few years, a new wave of terms hits the airwaves: “Smart…
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2025 trends: How AI will reshape CRM. A critical analysis.
Thomas Kurian, CEO of Google Cloud, recently said, “The convergence of AI and CRM will redefine how businesses understand and engage with customers.” This observation reflects well the transformative shift underway in customer relationship management. By 2025, advancements in AI will continue to reshape CRM fundamentally, driven by industry leaders like Salesforce, Microsoft, and other…