About Show #1062
Can AI make customer relationships better without taking the human out of them? Richard talks to Angeliki Patsiavou about the changing role of CRM in the age of AI. As agents make CRM increasingly invisible, they can summarize customer history, identify opportunities, support negotiations, and help people work more effectively. Still, they can also amplify bad data and turn authentic conversations into agents talking to agents. Angeliki argues for keeping humans in the loop while rethinking CRM interfaces, governance, and even the economics of token-based AI services. The opportunity isn't to replace relationships with AI, but to use AI to give people better context and more time to build those relationships.
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Recorded Oct 5, 2026