The Next Three Years in CRM: Advancing AI to Drive Customer Growth

• How customer adoption of AI is likely to influence CRM processes and technology over the next three years

• What the next generation of AI‑infused CRM platforms may look like

• How AI is reshaping customer growth strategies and competitive dynamics

• How to build a three‑year CRM roadmap to drive high‑quality customer growth

Over the past year, organizations have experimented extensively with AI in CRM, with varying results. While many leaders have focused on productivity gains, AI is also reshaping customer expectations, competitive dynamics and the way organizations drive growth.

As AI providers continue to invest heavily in advanced capabilities, CIOs, CRM leaders and CX leaders are weighing how quickly to move and where to prioritize investment. This session explores the signals shaping the future of CRM, how AI is likely to influence CRM processes and platforms, and what leaders should consider when building a three‑year roadmap. Gartner experts will share practical guidance to help organizations align AI investments with sustainable, high‑quality customer growth.

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