Most firms to miss CRM AI
ISG warns more than half of enterprises will miss the next wave of CRM AI by 2027 due to outdated architectures and change resistance — a gap that separates AI-ready buyers from long-tail laggards. The divide means integrators and platform partners can sell modernization as much as features. (stocktitan.net)
ISG published a Business Wire release dated March 27, 2026 that accompanies its 2026 ISG Buyers Guides for Customer Relationship Management, which evaluated 52 software providers. (markets.financialcontent.com) Across ISG’s Buyers Guides for CRM, Partner Relationship Management, Digital Commerce and Sales Engagement, ISG ranked Salesforce and Oracle as the top two Overall Leaders in all platform categories. (markets.financialcontent.com) The 2026 Buyers Guides break CRM into discrete evaluation segments — including CRM Platforms, CRM Marketing, CRM Sales and CRM Services — while also covering sales engagement and digital commerce offerings. (markets.financialcontent.com) ISG’s research highlights “agentic AI” as an emerging capability that lets CRM systems plan and execute actions within set parameters, shifting CRM toward active orchestration of revenue and customer engagement. (markets.financialcontent.com) The report explicitly flags persistent legacy practices — heavy reliance on spreadsheets and manual data entry — as obstacles to integration and workflow automation across sales and service teams. (markets.financialcontent.com) ISG previously told buyers in a November 4, 2024 press release that half of enterprises would need to modernize their CRM systems by 2026 to take full advantage of new AI-driven capabilities. (businesswire.com)
