Businesses Shift to AI-Powered CRMs as Demand for Digital Skills Rises
A growing number of businesses are replacing traditional customer relationship management (CRM) tools with AI-powered platforms like Salesforce, signaling a new phase in digital transformation and workplace automation.
According to a recent article published by ZubLink, a U.S.-based tech company, this shift is reshaping how companies operate across sectors, from retail and healthcare to finance and public services. CRM systems are no longer just digital address books—they are becoming intelligent platforms that automate marketing tasks, analyze customer behavior, and streamline workflows using artificial intelligence.
Salesforce, one of the leading CRM providers, has launched advanced AI features including Agentforce, a virtual agent capable of managing customer support, writing marketing campaigns, and even offering on-the-job coaching for sales staff. As demand for these capabilities grows, Salesforce recently announced the hiring of over 2,000 account executives to promote its AI offerings, a move reflecting the rapid adoption of AI tools across the corporate world.
Industry analysts project the CRM market to grow by $60 billion between 2024 and 2028, largely driven by AI integration and small business adoption. This transformation is not only reshaping systems and services but also raising the bar for workforce expectations.
The article from ZubLink highlights a notable gap in readiness: while 80% of employees using AI tools report improved productivity, fewer than a quarter say their employers have offered clear guidance or training on how to use these technologies effectively. This gap presents a challenge for organizations and an opportunity for workers to step up.
To meet this need, Salesforce has launched free AI certification programs through its Trailhead platform, available through the end of 2025. These certifications, such as AI Associate and AI Specialist, are designed to help employees and job seekers build practical skills in using AI tools across business functions.
For job seekers, this is a critical moment. As more employers integrate AI into daily operations, having a working knowledge of AI-enhanced platforms like Salesforce can significantly improve employment prospects. Certifications serve as tangible proof of an individual’s ability to work with modern systems and adapt to evolving business needs.
The rise of AI in CRM is not just a technological trend—it is becoming an industry standard. For professionals in administration, customer support, marketing, and beyond, upskilling is no longer optional. As the workplace continues to evolve, those equipped with relevant AI training will be better positioned to succeed in an increasingly digital environment.
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