In this Business Talk interview with Michael Avery, Zoho’s Head of Southern Africa, Andrew Bourne, discusses the evolution of customer relationship management (CRM) technology due to the growth of AI.
Bourne has over 20 years of experience in sales, marketing and technology, and has been with Zoho for over 6 years.
He was the first Zoho employee to hold the position of Business Development Manager in Africa before being promoted to Regional Manager.
As Zoho’s Regional Head of Southern Africa, he focuses on business development and strategy, sales and marketing, and is focused on helping the company establish its South African office by procuring office space, negotiating rates and lease terms, and working with contractors.
Prior to joining Zoho, Bourne was a brand ambassador and marketing assistant for Wadda Bar and a real estate broker for Rawson Properties.
Bourne is also a professional wakeboarder and was a member of the South African Wakeboard Association (SAWBA) from 2004 to 2018.
interview
In this Business Talk interview, Vaughn reveals why companies have failed to strategically leverage the vast amount of customer data they have amassed.
He explains how the role of customer relationship management (CRM) has evolved over the past five years and points out how CRM can help companies operate proactively rather than reactively.
Bourne then reveals the operational challenges facing small and medium-sized businesses in 2026 and why data-driven decision-making remains a challenge for many of these companies.
We also touch on the impact of AI and how it can be integrated into CRM to deliver better results and support operationally and financially disadvantaged small and medium-sized businesses.
Vaughn concluded the interview with advice for business leaders who are feeling overwhelmed by the new AI and CRM tools at their disposal.
Check out our interview with Andrew Bourne below.
