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C3.ai, Microsoft & Adobe Join Forces to Re-invent CRM with AI

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CIO Insider Team

The tech major trio, C3.ai, Microsoft Corporation, and Adobe Inc has announced a collaboration agreement to launch C3 AI CRM powered by Microsoft Dynamics 365. This will be the first enterprise-class, AI-first customer relationship management solution, which is purpose-built for industries, integrates with Adobe Experience Cloud, and drives customer-facing operations with predictive business insights us AI.

In a statement published by Microsoft, Thomas M. Siebel, CEO of C3.ai. , said, “Microsoft, Adobe, and C3.ai are reinventing a market that Siebel Systems invented more than 25 years ago. The dynamics of the market and the mandates of digital transformation have dramatically changed CRM

market requirements. A general-purpose CRM system of record is no longer sufficient. Customers today demand industry-specific, fully AI-enabled solutions that provide AI-enabled revenue forecasting, product forecasting, customer churn, next-best product, next-best offer, and predisposition to buy.”

Commenting on the occasion, Satya Nadella, CEO, Microsoft, said, “This year has made clear that businesses fortified by digital technology are more resilient and more capable of transforming when faced with sweeping changes like those we are experiencing. Together with C3.ai and Adobe, we are bringing to market a new class of industry-specific AI solutions, powered by Dynamics 365, to help organizations digitize their operations and unlock real-time insights across their business.”

Shantanu Narayen, President & CEO of Adobe, added, “We’re proud to partner with C3.ai and Microsoft to advance the imperative for digital customer engagement. The unique combination of Adobe Experience Cloud, the industry-leading solution for customer experiences, together with the C3 AI Suite and Microsoft Dynamics 365, will enable brands to deliver rich experiences that drive business growth.”

As per the agreement, the C3 AI CRM will integrate Microsoft Dynamics 365, Adobe Experience Cloud (including Adobe Experience Platform), and C3.ai’s industry-specific data models, connectors, and AI models. The joint go-to-market offering is set to provide an integrated suite of industry-specific AI-enabled CRM solutions including marketing, sales, and customer service. The tech major trio has planned to initially encrust verticals initially including financial services, oil and gas, utilities, manufacturing, telecommunications, public sector, healthcare, defense, intelligence, automotive, and aerospace.

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