Join Deloitte and Salesforce for a discussion on the future of CRM in an AI-enabled world. Building on Deloitte's latest article, From CRM systems to public service infrastructure: The end of software designed for users, we'll explore how organisations can prepare for a future where services are increasingly delivered through connected platforms, intelligent agents, and reusable capabilities.
Future of CRM
How AI agents, people, and systems will interact with the next generation of digital services
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Why you should attend
As AI changes how people interact with services, the role of CRM is evolving from a user-facing application to a foundation for service delivery. Organisations now have an opportunity to rethink how services are designed, delivered, and consumed across customers, citizens, employees, and AI agents.
Together, we'll explore the emerging trends, practical implications, and opportunities organisations should consider as they prepare for the next generation of digital services.
Together, we'll explore the emerging trends, practical implications, and opportunities organisations should consider as they prepare for the next generation of digital services.
What we will cover
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What we will explore
- Agentic AI and how software agents are changing the way people interact with services and enterprise systems.
- Reusable service capabilities and the shift towards service delivery models that can be consumed across channels, applications, and digital assistants.
- Digital public infrastructure and its role in enabling connected, responsive, and scalable service delivery.
- The future role of CRM, from a traditional application to a core capability underpinning modern service delivery.
- Practical considerations for organisations investing in CRM, data, and digital transformation in an AI-enabled world.
Event details
- Date: Thursday 24 September 2026
- Time: 3.30pm-5.00pm (networking before and after the event. Presentation starting at 4.00pm)
- Location: Deloitte Wellington, 20 Customhouse Quay, Level 12
- Speakers:
| Cassandra Favager | Public Sector Strategy Director, Deloitte New Zealand |
| Eva Hayter | Technology and Transformation Partner, Deloitte New Zealand |
| Melanie MacDonald | Distinguished Solution Engineer, Salesforce |
Register
We look forward to welcoming you to this discussion on the future of CRM and service delivery. Places are limited, so please register using the buttons below by Friday 4 September.