AI in Customer Relationship Management (CMR)

Guest Session | AI in Customer Relationship Management (CRM)

We were delighted to host IILM alumna Payal Bedi (PGDM 2003-05) for an enriching guest session on “AI in Customer Relationship Management (CRM)”. With over 21 years of industry experience across Salesforce, SAP, and Oracle, Payal brought a rich practitioner’s perspective to the classroom.

The session offered valuable insights into how AI is transforming CRM – from customer data and decision engines to predictive analytics, automation, and next-best-action guidance. Students were exposed to real-world use cases such as lead scoring, sales forecasting, AI-powered sales assistants, customer sentiment analysis, and conversational AI, along with industry applications across BFSI, technology, retail, manufacturing, and healthcare.

Particularly impactful was the discussion on the business outcomes of AI, highlighting how organisations can drive growth, improve customer engagement, and align innovation with measurable performance.

Thank you, Payal Bedi, for an insightful and engaging interaction with our students.