The Future of CRM and CX: Adapting to the Changing Business Environment

This episode of 𝐄𝐱𝐩𝐞𝐫𝐭 𝐄𝐝𝐠𝐞 delves into the evolving landscape of 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐑𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 (𝐂𝐑𝐌) and its growing alignment with 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 (𝐂𝐗) to meet dynamic customer expectations. The discussion covers:

● How CRM has transformed into CX-centric platforms, enabling seamless customer interactions.
● The emergence of Customer Engagement Centers (CEC) and their impact on personalized, omnichannel experiences.
● The role of AI in analyzing real-time data and enhancing customer journeys through predictive insights.
● The integration of CRM and CCaaS (Contact Center as a Service) technologies to deliver unified and consistent experiences.

𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐄𝐱𝐩𝐞𝐫𝐭𝐬:
● 𝐉𝐚𝐬𝐨𝐧 𝐌𝐢𝐥𝐥𝐞𝐫: Vice President, Chief Evangelist & Principal Consultant, Creatio
● 𝐒𝐡𝐫𝐮𝐭𝐢 𝐉𝐚𝐝𝐡𝐚𝐯: Vice President & Principal Analyst, QKS Group
● 𝐑𝐢𝐜𝐡𝐚 𝐂𝐡𝐨𝐮𝐛𝐞𝐲: Analyst, QKS Group
Discover insights into the technologies and strategies shaping the future of CRM and CX.

🌐𝐕𝐢𝐬𝐢𝐭 𝐨𝐮𝐫 𝐰𝐞𝐛𝐬𝐢𝐭𝐞: https://qksgroup.com/domain/cx-martech

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