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Microsoft, Adobe and C3.ai "re-invent" CRM with artificial intelligence

C3.ai, Microsoft and Adobe have announced the launch of C3 AI CRM powered by Microsoft Dynamics 365. 

The first enterprise-class, AI-first customer relationship management solution is purpose-built for industries, integrates with Adobe Experience Cloud, and drives customer-facing operations with predictive business insights.

The partners have agreed to integrate Microsoft Dynamics 365, Adobe Experience Cloud (including Adobe Experience Platform), and C3.ai's industry-specific data models, connectors, and AI models, in a joint go-to-market offering designed to provide an integrated suite of industry-specific AI-enabled CRM solutions including marketing, sales, and customer service.

The partnership will sell the industry-specific AI CRM offering through dedicated sales teams to target enterprise accounts across multiple industries globally, as well as through agents and industry partners. 

They will target industry vertical markets initially including financial services, oil and gas, utilities, manufacturing, telecommunications, public sector, healthcare, defense, intelligence, automotive, and aerospace.

Additionally, the partnership will market the jointly branded offering globally, supported by the companies' commitment to customer success.

"Microsoft, Adobe, and C3.ai are reinventing a market that Siebel Systems invented more than 25 years ago," says Thomas M. Siebel, CEO of C3.ai. 

"The dynamics of the market and the mandates of digital transformation have dramatically changed CRM market requirements. A general-purpose CRM system of record is no longer sufficient," he says.

"Customers today demand industry-specific, fully AI-enabled solutions that provide AI-enabled revenue forecasting, product forecasting, customer churn, next-best product, next-best offer, and predisposition to buy."

 Satya Nadella, CEO at Microsoft, says, "This year has made clear that businesses fortified by digital technology are more resilient and more capable of transforming when faced with sweeping changes like those we are experiencing.

"Together with C3.ai and Adobe, we are bringing to market a new class of industry-specific AI solutions, powered by Dynamics 365, to help organisations digitise their operations and unlock real-time insights across their business," he says.

 Shantanu Narayen, president and CEO of Adobe, adds, "We are proud to partner with C3.ai and Microsoft to advance the imperative for digital customer engagement. 

"The unique combination of Adobe Experience Cloud, the industry-leading solution for customer experiences, together with the C3 AI Suite and Microsoft Dynamics 365, will enable brands to deliver rich experiences that drive business growth," Narayen says.

Combining Microsoft Dynamics 365 CRM software with Adobe's suite of customer experience management solutions alongside C3.ai's enterprise AI capabilities, C3 AI CRM is the world's first AI-driven, industry-specific CRM built with a modern AI-first architecture. 

C3 AI CRM integrates and unifies vast amounts of structured and unstructured data from enterprise and extraprise sources into a unified, federated image to drive real-time predictive insights across the entire revenue supply chain, from contact to cash. With embedded AI-driven, industry-specific workflows, C3 AI CRM helps teams:

  •         Accurately forecast revenue
  •         Accurately predict product demand
  •         Identify and reduce customer churn
  •         Identify high-qualified prospects
  •         Next-best offer, next-best product
  •         AI-driven segmentation, marketing, and targeting

C3 AI CRM enables brands to take advantage of their real-time customer profiles for cross-channel journey orchestration. The joint solution offers an integrated ecosystem that empowers customers to take advantage of leading CRM capabilities along with an integrated ecosystem with Azure, Microsoft 365, and the Microsoft Power Platform. 

C3 AI CRM is pre-built and configured for industries financial services, healthcare, telecommunications, oil and gas, manufacturing, utilities, aerospace, automotive, public sector, defense, and intelligence enabling customers to deploy and operate C3 AI CRM and its industry-specific machine learning models quickly.

In addition, C3 AI CRM leverages the common data model of the Open Data Initiative (ODI), making it easier to bring together disparate customer data from across the enterprise.