Cognitive CRM Systems: Al and Cloud Integration for Customer Success is a comprehensive exploration of how artificial intelligence, cloud computing, and data-driven engineering are reshaping the landscape of customer relationship management. Written for technologists, architects, and business strategists alike, the book bridges theory and practice to reveal how next-generation CRM systems are being built, scaled, and humanised in the digital era.
The volume unfolds in five cohesive parts. Part I Foundations of Intelligent CRM Systems establishes the conceptual bedrock, tracing the evolution from legacy systems to intelligent, cloud-native platforms empowered by AI. Part II transitions into the engineering realm, offering architectural patterns, integration models, and real-world code examples for event-driven microservices, APIs, and Infrastructure as Code.
In Part III, the focus shifts to the infusion of intelligence, exploring how large language models, chatbots, predictive analytics, and cognitive search redefine customer engagement. Part IV advances this journey into MLOps and continuous intelligence, detailing how CRM systems are monitored, optimised, and scaled across global enterprises.
The narrative culminates in Part V – Future Directions and Enterprise Insights, where generative Al, responsible governance, and ethical design converge to envision the CRM of tomorrow. Through its structured approach and hands-on examples, Cognitive CRM Systems: Al and Cloud Integration for Customer Success serves as both a guide and a blueprint for building CRM ecosystems that are not only technologically advanced but also deeply attuned to customer experience, trust, and long-term success.