Transforming Customer Relationships: Insights on CRM, CX & Digital Innovation | DisrupTV Ep. 130

In this episode of DisrupTV, hosts R “Ray” Wang and Vala Afshar engage with CRM thought leaders Brent Leary, Esteban Kolsky, Jesús Hoyos, and Paul Greenberg to explore the future of Customer Relationship Management (CRM), customer experience (CX), and digital transformation.

Guest Insights

Brent Leary – Partner, CRM Essentials

Brent Leary emphasizes the importance of small and medium-sized businesses (SMBs) in adopting CRM strategies that are agile and customer-centric. He discusses how CRM tools can empower SMBs to deliver personalized experiences and build lasting customer relationships.

Esteban Kolsky – Principal & Founder, ThinkJar

Esteban Kolsky delves into the complexities of customer experience, highlighting the need for organizations to understand customer behavior and expectations. He advocates for a shift from traditional service models to proactive, customer-driven approaches.

Jesús Hoyos – Managing Partner & Founder, Solvis Consulting LLC

Jesús Hoyos shares insights on the role of digital transformation in enhancing customer engagement. He discusses how integrating digital technologies can streamline processes and improve customer interactions across various touchpoints.

Paul Greenberg – Author & Managing Principal, The 56 Group

Paul Greenberg discusses the evolution of CRM and its integration with emerging technologies like artificial intelligence (AI) and machine learning (ML). He explores how these technologies are reshaping customer interactions and driving innovation in CRM solutions.

Key Takeaways

  • Agility in CRM: SMBs can leverage CRM tools to deliver personalized experiences and build lasting customer relationships.
  • Understanding Customer Behavior: Organizations need to understand customer behavior and expectations to provide proactive, customer-driven service.
  • Digital Transformation: Integrating digital technologies can streamline processes and improve customer interactions.
  • Emerging Technologies: AI and ML are reshaping customer interactions and driving innovation in CRM solutions.

Final Thoughts

This episode underscores the evolving landscape of CRM, CX, and digital transformation. By embracing agility, understanding customer behavior, integrating digital technologies, and leveraging emerging technologies, organizations can navigate the future of customer relationships and drive business success.

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Business Research Themes

Future of Work, Marketing Transformation, Next-Generation Customer Experience, Tech Optimization

Roles

Chief Customer Officer, Chief Digital Officer, Chief Executive Officer, Chief Marketing Officer, Chief People Officer, Chief Technology Officer