The unstructured data revolution in CRM - Interview with David Roberts of SugarCRM

Today’s episode of the Punk CX podcast features a recent chat I had with David Roberts, President and CEO of SugarCRM, the sales CRM platform focused on B2B growth. We talk about why sellers/salespeople don’t get any value from CRM systems, whether the advent of AI makes things better, whether organisations are taking a tool-first, problem-second approach, what they should be doing instead, and the role of contextual intelligence, amongst other things. This interview follows on from my recent interview – Closing the experience gap – Interview with Qualtrics executives from X4 – and is number 580 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.