Shrey Tyagi, Senior Technical Architect, Salesforce, USA

Title of the Talk :
From Systems of Record to Systems of Agency: Architecting Agentic Enterprise CRM Platforms with Privacy-Safe Data Collaboration

Abstract of Talk:
Enterprise CRM platforms are rapidly evolving from passive systems of record into active systems of intelligence capable of reasoning over customer, operational, and ecosystem data. Yet the real challenge is not merely adding AI to enterprise workflows; it is architecting trustworthy agentic systems that can operate across fragmented data landscapes, complex business processes, and strict governance boundaries.
This keynote explores how modern enterprises can design agentic CRM architectures that move beyond prediction into coordinated action. It examines the architectural patterns required to unify transactional data, contextual signals, workflow orchestration, and policy controls so that intelligent agents can assist with decision support, task execution, and cross-functional process acceleration at enterprise scale. Particular attention is given to the role of privacy-safe data collaboration environments, including clean-room-style approaches that enable first-party and external data augmentation without exposing sensitive underlying records.
Drawing from real-world enterprise platform transformation experience, the session will present a practical blueprint for building AI-augmented customer engagement systems that are scalable, explainable, and operationally grounded. Attendees will leave with a framework for turning enterprise CRM platforms into governed systems of agency where data, automation, and intelligent decisioning converge to create measurable business value.

Bio : Shrey Tyagi is a Senior Technical Architect specializing in large-scale enterprise platform architecture, intelligent workflow design, and AI-augmented CRM transformation. Over a career spanning more than 15 years, he has led the design of complex enterprise solutions involving cloud platforms, distributed integrations, data architecture, identity and access controls, and business-critical transformation programs across global organizations.

His work sits at the intersection of enterprise software engineering and applied artificial intelligence, with particular focus on agentic enterprise systems, privacy-aware data collaboration, and the operationalization of intelligent decisioning within customer-centric platforms. He is also an active contributor to the broader research and professional community through conference and journal peer review, technical writing, and ongoing thought leadership in enterprise AI architecture.