CRM and Artificial Intelligence: Today & Tomorrow

While the cloud technologies and artificial intelligence (AI) keeps winning the business world, our CRM consultants give a closer look at what changes it can bring to the CRM market. But first, here's what the numbers tell about the AI use in CRM today. As cloud-based CRM is growing in popularity (with 62% of CRM software predicted to move to cloud by 2018, Forbes), machine learning and artificial intelligence technologies keep entering sales people's daily routines with products like Einstein or Dynamics 365. According to the Economist Intelligence Unit report, 75% of the executives surveyed plan to introduce AI in their companies till 2020. Application of AI in CRM is supposed to keep growing with the advancement of tools offered by incumbents. Already in 2015, 25% of leaders in customer service relied on the best-next-action functionality of a kind, and 74% of marketers used predictive intelligence to craft content for a better customer experience (Salesforce).