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Future of Business with Kevin Benedict: When CRMs Think with Expert David T. Roberts
What if your CRM didn't just record customer interactions, but helped shape your next best move?
In this episode, David Roberts, CEO of SugarAI, joins Kevin Benedict to explore the evolution of CRM from a system of record into an intelligent decision-making partner. Discover how AI is closing the gap between insight and action, and why human judgment remains at the center of modern selling.
About the episode
CRM is undergoing its biggest transformation in decades.
In this episode of Future of Business TV, host Kevin Benedict sits down with David Roberts, CEO of SugarAI, to discuss how AI is reshaping CRM from a passive system of record into an intelligent platform that guides business decisions.
The conversation explores what happens when CRM moves beyond tracking customer interactions to recommending the next best action, helping sales teams respond faster, adapt strategies in real time, and make more informed decisions. David also explains why the most effective AI doesn't replace human judgment, but enhances it with timely, context-rich insights.
From the evolution of AI-powered CRM to the future of revenue teams, this episode offers a practical look at how organizations can turn customer data into decisive business action.
In this episode, you'll learn:
Why CRM is evolving from record-keeping to intelligent decision support
How AI helps shorten the gap between customer signals and business action
Why context is essential for delivering relevant, actionable recommendations
How sales teams can adapt strategies in real time using AI insights
Why human expertise remains critical alongside AI in modern customer engagement
Transcript
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Guest
David Roberts
David Roberts has spent a career empowering customer-facing organizations to excel at knowing their customers and achieving excellence.
