What Works
Summarization (calls, long tickets), draft generation (email, KB articles), next-best-action on high-signal data. Measurable time savings.
What Doesn’t
Autonomous agents on high-stakes workflows without humans in the loop. Complex decisioning without explainability. Revenue forecasting based solely on AI.
Governance
Data sharing policies. Retention. Region. Human review for customer-facing outputs. Set up before enabling broadly.
Measuring ROI
Time saved per task × tasks per user × users. Baseline before enabling. Cost (AI credits + licenses) vs value — if you don’t measure, you can’t justify expansion.
The Reality of 2026
AI is a useful tool embedded across CRMs, not magic. Pilots outperform big-bang rollouts. Bet on incremental productivity, not autonomous transformation.