Will AI Agents Replace Your CRM?

The So What from BCG by Boston Consulting Group BCG

Sep 8, 202619:39Business

Bryan Gauch, Leader of BCG’s Commercial Tech Topic, explains why CRM isn’t disappearing even as agentic AI reshapes how customers are served. He argues that CRM will keep serving as the data backbone while agents take ov...

Related Episodes

Continue listening to more episodes from The So What from BCG.

AI Costs a Fortune. Mismanaging AI Will Cost You More.

Aug 25, 2026 - 19:53

Vlad Lukic, BCG’s global leader for tech and digital advantage, and Paul Goydan, global leader of BCG’s c...

Is Your AI Rollout Built to Fail?

Aug 11, 2026 - 24:36

Kristy Ellmer and Julia Dhar, co-authors of How Change Really Works and founders of BCG’s Behavioral Scie...

Retailers Are Drowning in Data. Is AI a Life Preserver?

Jul 28, 2026 - 16:50

Nick Goad, BCG's global co-leader for retail merchandising, argues that retail's biggest problem isn't a...

LLM or MD: Who Owns the Patient Journey?

Jul 14, 2026 - 21:17

Ben Keneally, BCG’s Asia Pacific health care services leader, explains why AI is now many patients’ first...

AI Is Ready for Government. Is Government Ready?

Jun 30, 2026 - 21:48

Governments are racing to deploy AI. Most have the foundations, but struggle to translate them into faste...

Industry 4.0 Moves to the Great Outdoors

Jun 16, 2026 - 20:29

Industry 4.0 is moving beyond factory walls and into farms, forests, and fields. David Potere, a senior t...

Why Doomsayers Are Wrong About AI Job Loss

Jun 2, 2026 - 22:44

AI isn’t replacing jobs the way headlines suggest, but it is changing who keeps them. Greg Emerson, BCG’s...

CEOs Gamble When They Plan for Just One Future

May 19, 2026 - 17:11

Navigating uncertainty means one thing: flexibility beats prediction. Nikolaus Lang, global leader of the...