I N N O V AT I O N B R I E F Simon Grice Senior Director, Innovation Dave Wright Chief Innovation Officer Brian Solis Head of Global Innovation CRM in a Post-SaaS World Summary • Traditional enterprise applications are being disrupted by advances in AI and agentic AI. • A digital mindset applied to CRM will use AI and agentic AI to make current processes faster and better but put enterprises at risk of getting left behind. • Applying an AI mindset to fully harness AI and agentic AI will transform CRM as we know it today. • AI agents will become both the User Interface (UI) and Application Programmable Interface (API) for future enterprise applications. • This will enable enterprises to move beyond SaaS-based CRM to innovate entirely new approaches that transform their businesses, as well as user and customer experiences. 2 SaaS (Software-as-a-Service) ushered in a revolution in enterprise technology