A Look Ahead At CRM In 2025
Destination CRM, Friday, January 24th, 2025
As the quotes below make clear, artificial intelligence continues to have a huge impact on the CRM industry; its influence permeates the predictions that industry insiders have for CRM in 2025. Read on to see which technologies and strategies will loom large this year.
Generative AI is still the buzziest type of AI (though some would remind you it's not the only kind).
'In 2025, the market will shift focus from the shiny new object-generative AI- to the business impact and results AI is or isn't delivering. The buzz around genAI will continue to be loud, but the pendulum will begin to balance on genAI being supplemental, not necessarily supplanting existing efforts of people, process, and technology. Efforts will continue to refine the ease of collaboration of genAI with existing AI technologies to drive speed to insight, analysis, and action.' -Jodi Searl, chief experience officer of Medallia