As AI agents begin retrieving customer data, updating records and acting across business systems, choosing a CRM is no longer just a sales or CX team decision. In this CX Today interview, Bridgenext VP of CX Solutions Britt Mills explains why buying should start before the vendor shortlist. She urges leaders to bring data, IT and business stakeholders together early, clarify who owns critical customer information, and define what AI should do. Britt also distinguishes AI that assists employees from autonomous workflows, advising teams to wait on the latter until their data foundation is ready.