CRM Future Study: Will the CRM of the Future Still Have an Interface?

Tous les articles Sarah Wolz le 23/04/2026
CRM Future Study OG
Imagine this: You've just wrapped up a customer meeting, open your CRM, and find that it has already written the meeting notes, created the next follow-up task, and drafted a quote based on what was discussed. No manual data entry, no lost details. Just: done. Science fiction? Maybe for now. But the pace at which AI is entering CRM systems is bringing scenarios like this closer than many realize.

CRM Has Always Been More Promise Than Reality.

Let's be honest: CRM systems have a credibility problem in many companies. Not because the underlying idea is outdated, but because maintaining them is time-consuming, using them is often clunky, and data quality suffers as a result. Sales teams enter data because they have to, not because they want to.

This is exactly where AI comes in. Not as a nice-to-have add-on, but as a potential paradigm shift: moving away from the CRM as a data graveyard and toward the CRM as an active assistant that understands context, makes suggestions, and takes work off your plate before you even ask.

But is this really a realistic scenario? Or will AI go even further and replace the traditional CRM interface as we know it altogether? Will AI finally solve the chronic adoption problem, or will the combination of skepticism and loss of control make existing issues worse? And what do you, as a user, actually want?

These are the questions driving us. That's why we're currently conducting a study on the future of AI in CRM systems, bringing together different perspectives for the first time: those of CRM users, vendors, and implementation partners.

Take Part in Our CRM Study and Benefit Twice.

The survey takes about 10 minutes. As a thank-you, you'll receive the full results report with the key findings once the study wraps up in early June.

We're also giving away 3 tickets to the CRM Experience 2026 in Würzburg in a raffle among all participants. Two days of hands-on workshops, inspiring talks, and real networking around CRM, AI, and digital sales. We'll be presenting the results of our study there live for the first time.

Take part here (10 minutes)

Will the CRM of the future still have an interface? We're curious to hear your perspective and look forward to diving deeper into the conversation at the CRM Experience.