Earlier this week I chaired CRM Evolution, CRM Magazine’s annual industry conference. And as usual it was a great event with industry experts, thought leaders and vendor executives participating throughout the 3 days of the event. But the most surprising person I ran into at the conference was my supervisor at my very first professional job, Jay Duff. I hadn’t seen Jay in close to 22 years and had no idea he would be there. Back in the early 1990s we helped pharmaceutical sales reps use CRM to manage their territories, but today Jay works at Chick-fil-A leading some of their technology development around analytics, artificial intelligence and speech technology. So in addition to catching up some, Jay shared a few examples of how these technologies are helping the company improve the customer experience