Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I have spent over two decades into IT consulting that includes leading large-scale digital transformation and CRM programs across Salesforce, Dynamics 365, and other enterprise platforms. My focus has always been on connecting technology with business outcomes. I also helped my teams design scalable, integrated, and data-driven architectures for enterprises in financial, automotive, retail and healthcare sectors primarily. 

Q2. With Salesforce now embedding Einstein GPT, Copilot, and AI-agent capabilities across clouds, how are large enterprises rethinking CRM architecture and governance to support AI-native workflows at scale?

Enterprises are moving from “system of record” CRM to “system of intelligence.” CRM. Moreover, Governance now extends beyond data and integration — it includes AI model lifecycle, explainability, and bias management. Many organizations are rapidly (over last couple years in particular) re-architecting for modular microservices, unified data layers, and tighter MDM to support secure, auditable AI-native workflows. 

Q3. Given your experience with Salesforce, Dynamics, and middleware integrations, what are the biggest challenges companies face when shifting toward multi-cloud CRM ecosystems—especially around data unification, real-time decisioning, and identity resolution?

The toughest part is not at all technology now  — it’s orchestration & right solution. Getting consistent identity, unified data, and real-time decisioning across systems is complex. Data fabrics and event-driven architectures help, but governance and organizational readiness remain the biggest roadblocks. Moreover, with too many solutions and options available at hand, organizations are seldom confused or/ and overwhelmed as well. Multiple systems doing similar things due to in organic growth like acquisitions is another challenge.

Q4. Industry clouds have rapidly matured in 2025. From your experience leading Financial Services Cloud and Automotive Cloud programs, what are the most significant benefits and gaps enterprises should consider when adopting these prebuilt industry solutions?

Industry clouds have accelerated time-to-value tremendously. The gap often lies in flexibility. once enterprises scale, they hit customization limits or data silos between clouds as mentioned in previous response. The best outcomes happen when industry clouds are treated as accelerators, not full destinations. Again this is my personal view based on some failed programs by organizations. 

Q5. Field Service is undergoing  major transformation with predictive maintenance, smart scheduling, and IoT-driven workflows. How do you see Field Service Lightning evolving in 2025, and what architectural shifts should organizations prepare for?

It’s evolving from “dispatch automation” to “intelligent service orchestration.” . The Predictive maintenance and IoT insights now drive proactive scheduling and parts optimization. Architecturally, enterprises are layering digital twins and edge data integration — preparing for a truly connected asset ecosystem.

Q6. Consulting delivery has changed dramatically — AI is now generating user stories, test cases, and even Apex/Flow components. How is large-scale CRM program delivery adapting, and what competencies do delivery leaders need in 2025 to manage AI-augmented teams?

AI is good for the repetitive tasks — generating stories, tests, even automation flows. I have seen organizations freeing consultants to focus on experience design and change adoption and better solutioning. Delivery leaders now need hybrid skills: AI governance, prompt engineering, and ethical design thinking — not just technical oversight.

Q7. If you were an investor looking at companies within the CRM and enterprise tech space, what critical question would you pose to their senior management?

I would ask: “How fast can your platform adapt to a world where customer data, AI, and privacy regulations change weekly?”