Martin Taylor

Co-founder and Deputy CEO of Content Guru with over 30 years' experience in contact centre and CX technology; expertise in customer data platforms and cloud contact-centre solutions.

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Oct 29, 2025 • 29min

Are Contact Centers Outgrowing Traditional CRMs?

In this discussion, Martin Taylor, Co-founder and Deputy CEO of Content Guru, dives into the rise of Customer Data Platforms (CDPs) in contact centers. With over 30 years in the industry, Martin explains how CDPs surpass traditional CRMs by unifying customer data and enhancing agent experiences. He shares insights on real-world CDP implementations, the challenges of integrating with legacy systems, and the transformative role of AI. Plus, learn how omnichannel approaches create seamless experiences for customers while reducing agent workload.

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