CRM and CX Evolve Into Systems of Intelligence
CRM and CX technology markets expand rapidly with AI, cloud, and omnichannel engagement. CRM shifts to intelligence and personalization, as global platforms and niche solutions gain traction.
Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?
I hold an MBA, and I am a certified PgMP, PMP, and ACP from PMI. I am also a Stanford Certified Project Manager (SCPM) and have earned 20 Salesforce.com certifications. Additionally, I am the author of over 60 eBooks on Siebel CRM, showcasing my in-depth knowledge and thought leadership in the CRM domain.
With over 20 years of experience in CRM, I have worked extensively across Siebel, Microsoft, and Salesforce.com platforms. I bring over 15 years of Portfolio, Program, and Project Management expertise, with proficiency in both Waterfall and Agile methodologies. My professional background spans Sales, Service, CPQ, Order Management, and Marketing Cloud domains, along with more than a decade of building and scaling practices from the ground up.
I have rich cross-industry experience, covering BFSI, Communications, Media & Hi-Tech, Healthcare & Life Sciences, Pharma, and Oil Field Services.
I have previously worked for major companies like IBM and Accenture. Currently, I work as the Director – Salesforce for a large multinational corporation.
Q2. How would you characterize the current scale of the CRM and CX technology market,…
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