AI's Impact on CRM Agentic Tools and the Future of Customer Service

In this episode, Mike Dymott, Principal Consultant and General Manager at ISM Inc., shares a practical perspective on enterprise AI, CRM evolution, and the real reasons many AI initiatives fail to produce measurable business outcomes. Drawing on decades of experience in enterprise technology and CRM transformation, Mike explains why AI success depends on much more than tools alone. The conversation explores the parallels between today’s AI landscape and earlier CRM waves, the rise of Agentic AI, the role of data quality and integration, and why business process, change management, and human oversight still matter. This is a grounded discussion for business leaders, CRM owners, operations teams, and anyone trying to move from AI experimentation to real operational value. Learn more about Mike’s work and ISM Inc.: http://www.ismguide.com Watch the full episode: https://youtu.be/p8tPvV9I7jE #EnterpriseAI #AgenticAI #CRM #DigitalTransformation #AIImplementation #CustomerExperience #DataStrategy #ChangeManagement