What changes with an agentic (AI-driven) CRM implementation

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Traditional CRM implementations configure systems. Agentic CRM implementations redesign how work gets done.

Organisations are investing heavily in AI, Copilot and intelligent automation. Yet many are approaching implementation projects in exactly the same way they approached CRM deployments ten years ago.

The challenge? Agentic CRM systems behave differently.

Rather than simply capturing information and supporting processes, AI-driven solutions can understand context, recommend actions, automate decisions and assist users in real time. This changes everything from solution design and governance to user adoption and business change.

In this practical webinar, we’ll explore how implementation approaches need to evolve for the age of Agentic AI and what organisations should consider before embarking on their next transformation project.

You’ll Leave Knowing:

✅ How AI-driven implementations differ from traditional CRM and business application projects

✅ Why process design becomes more important than system configuration

✅ The role of data, governance and trust in Agentic solutions

✅ How user adoption changes when AI becomes part of day-to-day decision making

✅ Common implementation mistakes organisations are making today

✅ Practical steps for preparing your organisation for Agentic AI

Who Should Attend?

This webinar is designed for:

• Digital Transformation Leaders
• Heads of Customer Experience
• CRM and Business Application Owners
• IT and Technology Leaders
• Programme and Change Managers
• Business Improvement Teams
• Organisations evaluating AI-powered CRM and service delivery solutions

What We’ll Explore

From System of Record to System of Action

We’ll discuss:

• Why traditional implementation methodologies may no longer be enough
• How AI changes requirements gathering and solution design
• The importance of information quality and business context
• New governance considerations for AI-assisted processes
• How to balance automation with human oversight
• Real-world examples of Agentic CRM in action

Why Attend?

Many organisations are focusing on the technology itself, but the biggest challenge is often implementation.

Understanding what changes and what doesn’t can help you avoid costly mistakes, accelerate adoption and ensure your AI investment delivers meaningful business outcomes.

Whether you’re planning a CRM transformation, exploring Copilot, or evaluating Agentic Customer Engagement, this session will give you a practical framework for approaching AI-enabled implementations successfully.