Biographical Information
Mike Dymott
Principal consultant and general manager at ISM
Mike Dymott is principal consultant and general manager at ISM., the enterprise artificial intelligence and CRM advisory firm, and has spent more than 25 years leading CRM, customer experience, and digital transformation programs across global organizations, including Salesforce strategy and early enterprise deployments of agentic AI. At ISM he leads the AI Compass program, which assesses organizations' readiness for AI before anything is built.
Articles for Mike Dymott
Before You Give an AI Agent Write Access to Your CRM, Answer These Four Questions
12 Nov 2026
Agentic AI is being connected to customer records faster than most organizations have decided who is accountable for what the agent does, and this piece gives CRM leaders the four decisions to make first: who owns the outcome, what gets logged and approved, where a human still makes the call, and what the agent is allowed to change vs. recommend.