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Coles Built In, Not Bolted On at Village Green Shopping Centre in Vernon, BC
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What if the AI your bank already owns never reaches the customer not because it isn't good enough, but because no one ever architected it into the CRM system where relationships and decisions actually happen?
Built In, Not Bolted On makes the case that this is the real bottleneck holding back AI in banking and financial services. It isn't model sophistication. It's the wiring or the lack of it between capable AI and the CRM system your relationship managers, risk teams, and service agents use every single day.
Drawing on doctoral research into AI-enabled CRM architecture and grounded in real enterprise platforms like Microsoft Dynamics 365, Dr Shubh Chandra Jha lays out a five-layer architecture built specifically for financial institutions: Customer Data, AI Analytics, CRM Application, Decision Support, and the Platform layer beneath them. Each layer gets its own chapter what it does, why it depends on the one before it, and what goes wrong when it's treated as a standalone tool instead of part of one connected system.
Inside this book:
A five-layer architecture for embedding AI directly into CRM not bolting it on beside it
Illustrative scenarios showing the architecture at work in customer engagement and fraud detection
An honest chapter on the model's limits and the questions it doesn't yet answer
A practical, phased playbook for institutions planning this kind of work
A glossary and further-reading list for readers new to the territory
Written for CRM and technology leaders, banking and financial-services executives, and consultants who need a working architecture rather than another AI buzzword not a vendor pitch, but a blueprint built from the ground up to survive contact with a real institution.
Built In, Not Bolted On — First Edition.
What if the AI your bank already owns never reaches the customer not because it isn't good enough, but because no one ever architected it into the CRM system where relationships and decisions actually happen?
Built In, Not Bolted On makes the case that this is the real bottleneck holding back AI in banking and financial services. It isn't model sophistication. It's the wiring or the lack of it between capable AI and the CRM system your relationship managers, risk teams, and service agents use every single day.
Drawing on doctoral research into AI-enabled CRM architecture and grounded in real enterprise platforms like Microsoft Dynamics 365, Dr Shubh Chandra Jha lays out a five-layer architecture built specifically for financial institutions: Customer Data, AI Analytics, CRM Application, Decision Support, and the Platform layer beneath them. Each layer gets its own chapter what it does, why it depends on the one before it, and what goes wrong when it's treated as a standalone tool instead of part of one connected system.
Inside this book:
A five-layer architecture for embedding AI directly into CRM not bolting it on beside it
Illustrative scenarios showing the architecture at work in customer engagement and fraud detection
An honest chapter on the model's limits and the questions it doesn't yet answer
A practical, phased playbook for institutions planning this kind of work
A glossary and further-reading list for readers new to the territory
Written for CRM and technology leaders, banking and financial-services executives, and consultants who need a working architecture rather than another AI buzzword not a vendor pitch, but a blueprint built from the ground up to survive contact with a real institution.
Built In, Not Bolted On — First Edition.
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