Are Contact Centers Outgrowing Traditional CRMs?

CX Today
29/10/2025 28 min
Are Contact Centers Outgrowing Traditional CRMs?

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Episode Synopsis

Join CX Today's Floyd as he sits down with Martin Taylor, Co-founder and Deputy CEO of Content Guru, to explore why Customer Data Platforms (CDPs) are becoming essential for modern contact centers.With contact center agents juggling an average of 13.8 systems and customers expecting seamless omnichannel experiences, traditional CRMs are showing their limitations. Discover how CDPs are revolutionizing customer experience by unifying data across all touchpoints while keeping it secure in existing systems.馃幆 KEY TAKEAWAYS:Why CDPs succeed where CRMs fall shortReal-world CDP implementations (UK Census, DVLA, NHS)How AI and unified data improve agent satisfaction by 40%Steps to transition from CRM to CDP

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