AI hasn’t changed a CIO fundamental: IT’s job is to deliver business capabilities. Right now, stopping the slow slide into customer alienation should be a top priority.
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I’ve changed my mind about artificial intelligence. It used to worry me. Now I can’t get enough of it soon enough.
Why the change?
Once upon a time, CRM was more than a software category. It was a philosophy of doing business, exemplified by the late, great grocer Sid Applebaum, who reportedly explained (I paraphrase), “Every time I watch a shopper leave one of my stores, I see them carrying $50,000 worth of groceries. Of course I let them return the tomatoes.”
As a management consultant and Recognized Industry Pundit (RIP), I figure anything I experience twice in one day must be a trend. And so I hereby declare CRM to be officially dead.
Why CRM is dead: Catch-22 version
I tried to set up a login with a well-known …