Tag: AI in CRM
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What Spotify teaches us about operationalizing AI
I recently came across a very interesting article from the IMD Business School about how Spotify is operationalizing AI. Not in its app, which is already well known, but how Spotify is bringing AI inside its entire organization. This is not about models, algorithms, or platforms. It is about how an organization prepares itself to…
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What It Really Takes to Scale Salesforce AI Across the Organisation
Scaling Salesforce AI isn’t a technology upgrade. It’s an organisational choice. This newsletter discuss how leaders can assess readiness, prioritise use cases, and turn pilots into real, organisation-wide business impact. AI at scale: Why good intentions aren’t enough Most executives say they want AI at scale. What they actually fund are pilots, feature tests, and…
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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…