CRM stands for customer relationship management. In reality, the modern-day CRM system has gone far beyond the customer: it has become the heart pumping data lifeblood around the organisation and lies at the core of business strategy. Intelligent and strategic use of CRM can create new business opportunities and ROI; poor practice can allow inefficiencies to fester. Even with huge investment, careful implementation and technical expertise, two thirds of CRM initiatives significantly under-deliver. At a breakfast in partnership with Appirio, a group of CRM leads unpacked precisely why this continues to be the case.

INDRA JOSHI, DIGITAL HEALTH AND AI CLINICAL LEAD AT NHS ENGLAND, TELLS ME ABOUT INNOVATION IN HEALTHCARE. The NHS’s interaction with artificial intelligence has been met with a whole variety of reactions. While commentators from the national newspapers herald an “AI revolution” in healthcare, reports from the NHS suggest that the organisation’s infrastructure is not yet ready to take on these new developments.1

Priya Khullar, Head of Customer Experience and Insight at Sky Spain, tells me about personalisation in a data-driven world.

Dr Andrei Kirilenko, Director of the FinTech Centre at Imperial College, talks FinTech and challenger banks.

A look at marketing to a generation of “woke” sceptics.

Q: What do voice assistants, a vegan sausage roll and a razor advert have in common? A: They all shook things up.

In the beginning, there was chaos. A large part of work is organising chaos into order; first into systems, and then into processes.

CHIEF DISRUPTOR LIVE: IT’S ON ITS WAY

Cybersecurity, Risk and Generation Z

It's a wonderful time of year!