The journey from CRM to Customer Experience (Season 1, Episode 1): CX with SG

CX with SG: AI, Data and Customer Experience CX-CRM. Masterclass learning insights with SG

The way businesses connect with customers has changed dramatically. Driven by rapid technological growth and evolving business models, we've moved beyond traditional Customer Relationship Management (CRM) into a new era: Customer Experience (CX). This isn't just a small update; it's a massive transformation impacting economics, philosophy, and technology.

For any business professional who interacts with customers – whether in Sales, Service, Marketing, or working with partners – understanding this shift is critical. Delivering a truly memorable customer experience requires a seamless journey that often spans across your entire organization, from Finance and Supply Chain to HR and IT. This podcast explains why bridging these internal gaps is essential for your customer strategy.

The core issue with the old way was often fragmented systems working in silos. A true Customer Experience approach replaces this with a unified, end-to-end process that always puts the customer at the center. This is made possible by powerful underlying technology that enables real-time customer understanding, brings intelligence across your entire enterprise, and allows for strategic innovation on a connected platform.

Listening to this podcast will provide you with insights into how to navigate this fundamental business transformation. You will understand the strategic choices needed to move from siloed operations to a unified approach, ultimately helping you differentiate your business and deliver the memorable experiences customers expect today. It’s about looking beyond immediate needs to build a cohesive, customer-centric future for your organization.

Podcast Legal Disclaimer

This podcast is a personal project, a hobby and is not affiliated with, endorsed by, or representative of any employer, organization, or professional entity with which the creator may be associated. All views and opinions expressed are solely those of the podcast creator and do not necessarily reflect the official policy or position of any organization, employer, or institution.

The content presented in this podcast, including talk tracks, narratives, and voiceovers, has been developed with the assistance of Generative AI technologies, including large language models (LLMs) and AI-based voice synthesis tools. While the core themes and ideas originate from the creator, portions of the content—especially related to script writing, elaboration, and summarization—may have been influenced by generative AI outputs. As such, it is possible that the podcast contains information derived from sources not explicitly cited, as well as content subject to potential inaccuracies, omissions, or inherent AI biases.

This podcast is intended solely for informational and entertainment purposes. It should not be interpreted as professional advice of any kind—including legal, medical, technical, financial, or business consulting. Nothing in this podcast constitutes specific recommendations, actionable strategies, or endorsements for implementation, purchase decisions, or system design. Any references to hypothetical case studies or examples are illustrative in nature and meant to inspire creative thinking and personal exploration of the topic, not to guide real-world decisions.

Listeners are strongly encouraged to do their own due diligence, independent evaluation, and consult qualified professionals before making any decisions based on the content herein. The podcast creator makes no warranties or guarantees regarding the accuracy, completeness, or reliability of the information presented.

The domain of artificial intelligence and related technologies is rapidly evolving; therefore, the relevance and accuracy of the content may diminish over time.

By listening to this podcast, you acknowledge and agree that:

• The creator shall not be held liable for any loss