AI is not only here, it’s experiencing the major growth people have expected, according to Salesforce research. The 2020 State of Marketing report indicated that marketers using AI jumped from 29% in 2018 to 84% in 2020. With that in mind, here are three AI CRM trends worth paying attention to: - Automation - Conversational Tools - Analytics While a lot of hype surrounds AI, companies need to temper their enthusiasm over new technology with an understanding of its impact internally and externally, as well as realistic expectations of what software is capable of today. This will allow technology to become the catalyst for achieving the ultimate goal: serving the customer.