Introduction The convergence of artificial intelligence and Customer Resource Management (CRM) represents one of the most significant transformations in enterprise software this decade. By 2025, an estimated 81% of organizations are anticipated to use AI-powered CRM systems, with companies leveraging these technologies reporting 25 – 30% increases in customer engagement and 15 – 20% improvements […]
Introduction The landscape of enterprise artificial intelligence has reached an inflection point in late 2025. With 88% of organizations now regularly using AI in at least one business function, up from 78% a year ago, and the enterprise AI market projected to grow from $24 billion in 2024 to between $150 and $200 billion by […]
Introduction The convergence of case management systems and agentic artificial intelligence represents one of the most significant transformations in enterprise operations today. As organizations grapple with increasingly complex workflows, mounting regulatory pressures, and rising customer expectations, a new paradigm is emerging where intelligent agents work alongside human case workers to fundamentally reimagine how work gets […]
Introduction For decades, the primary mandate for Chief Information Officers and government leaders was efficiency. The goal was to reduce costs, streamline operations, and scale rapidly, often by outsourcing the digital nervous system of their organizations to global hyperscalers and software-as-a-service (SaaS) giants. In this era, the provenance of the code or the location of […]
Introduction Enterprise software is undergoing its most profound architectural transformation in decades. The traditional paradigm – where IT departments served as the sole gatekeepers of business applications – is giving way to a more distributed model where business users, armed with sophisticated low-code tools and AI assistance, actively shape the systems they use daily. By […]
Introduction The promise of automation and artificial intelligence in IT Service Management appears seductive: systems that detect problems instantly, categorize incidents without hesitation, and route them to the correct team with mechanical precision. Yet beneath this technological veneer lies an uncomfortable truth: Organizations continue to learn at considerable cost. When incidents escalate, when edge cases […]
Introduction Enterprise systems groups within multinational firms face an unprecedented challenge that transcends traditional IT governance. Geopolitical democratic sovereignty represents the convergence of technological autonomy, democratic values, and strategic resilience in an era where digital infrastructure has become as critical to national security and public welfare as physical infrastructure. This paradigm demands that technology leaders […]
Introduction Democratic sovereignty can damage Customer Relationship Management (CRM), but only under specific organizational conditions. It depends very much on how “democratic sovereignty” is interpreted and implemented inside the firm. It depends very much on how “democratic sovereignty” is interpreted and implemented inside the firm. If democratic sovereignty is understood as broad empowerment and participation […]
Introduction The emergence of agentic artificial intelligence – autonomous systems capable of perceiving, reasoning, learning, and acting toward goals with minimal human oversight – introduces unprecedented threats to democratic sovereignty that operate across multiple dimensions of governance, civil society, and political life. Unlike earlier AI systems that merely generated content or provided recommendations, agentic AI […]
Introduction The citizen developer movement, which empowers business users without formal coding experience to build applications using low-code and no-code platforms, has transformed enterprise software development. However, this approach has clear boundaries, and several categories of enterprise software remain firmly outside the scope of what citizen developers can safely or effectively create. Categories: 1. Core […]
