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Dan is CMO of Workbooks, a leading global CRM vendor focused on supporting mid-sized businesses.
Firstly, can you give a brief overview of AIs current role in the CRM space?
AI is transforming how businesses use customer data.
It’s not just about storing details anymore AI identifies patterns, helping companies make smarter decisions.
It can predict which customers are likely to buy again or when a lead is ready for sale.
Which AI tools and integrations do you see businesses utilize the most in CRM?
Im seeing a lot of interest inAI-driven chatbots.
These are great for handling basic customer queries 24/7.
I think a lot of companies are underutilizing AI when it comes to long-term customer engagement.
Data quality is a huge barrier.
In your opinion, what are some of the biggest risks involved in applying AI to CRM?
What are the biggest CRM challenges that AI may yet help solve?
I think AI can help with real-time decision-making.
Right now, businesses struggle to quickly adjust customer interactions based on live data.
What excites you most about the future of AI in CRM?
What excites me most is how AI is going to keep getting better atpredictive analytics.
Were moving toward a point where businesses wont just react to customer needs but can anticipate them.
Are there any new AI tools being rolled out at Workbooks that you might tell us about?
In addition, we are using AI to help guide sales and support people on the next step.
