Season 14 Episode 11
Andrew Bourne on turning customer data into growth with CRM and AI
06 March 2026 · 19:28 min
In this episode of Business Talk, host Michael Avery speaks to Andrew Bourne, Regional Head of Southern Africa at Zoho, about why so many businesses are collecting mountains of customer data but still making decisions on instinct.
They unpack how modern CRM platforms have evolved beyond “digital… Rolodexes” into customer intelligence engines, and how AI can unlock real value through forecasting, smarter marketing attribution, sentiment analysis, and churn prediction.
Andrew also shares practical steps for SMEs to start their digitisation journey—prioritising income-driving processes, choosing affordable and interoperable tools, and building a business that can scale without adding complexity.
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