Legacy CRM Wasn’t Built for AI: The Case for a New Stack

Are legacy CRM platforms ready for the agentic AI era, or are enterprises trying to force new intelligence into systems built for a different time?In this CX Today interview, Nicole Willing speaks with Jason Eubanks, Co-Founder and CEO of Aurasell, about why traditional CRM architectures may struggle to support autonomous agents, real-time decision-making, and truly connected customer operations.Eubanks explains why many legacy CRM systems were designed as systems of record, not systems of action. The discussion explores the risks of adding AI wrappers to older cloud architectures, the importance of unified data models, and why customer experience, sales, marketing, and customer success teams need a more connected approach.The conversation also covers the rise of agentic go-to-market operating systems, how structured and unstructured data need to work together, and the questions enterprise leaders should ask vendors before making AI and CRM strategy decisions.