CRM trends for 2025: how AI is transforming the customer experience

AI is rapidly reshaping customer relationship management (CRM), with agentic AI, targeted use cases, and workforce shifts on the horizon. It enhances CRM by automating tasks, gathering data, and optimizing customer service, with generative AI aiding marketing.

AI is moving from hype to practical use, with companies focusing on measurable value in customer satisfaction and sales. Agentic AI is a game-changer, handling tasks independently to achieve business goals.

AI adoption requires workforce realignment, with employees retrained to collaborate with AI. Outcome-based pricing is emerging, linking costs to AI-driven results, reshaping the CRM market.

Composable CRM is gaining traction, offering customizable, modular systems. Machine-driven customer interactions are growing, with AI handling purchases and negotiations.

ServiceNow challenges Salesforce’s CRM dominance with AI-driven acquisitions and partnerships. Meanwhile, the low-code movement allows non-experts to create AI agents, and industry-specific AI solutions are gaining ground.