Article
The Evolving Role of AI in Customer Data Platforms (CDPs)
In last week’s blog, I discussed the key capabilities of Customer Data Platforms (CDPs). This blog will focus on the role that AI plays in CDPs – as discussed by Gartner in their 2025 Magic Quadrant. Artificial intelligence (AI) is quickly becoming a transformative force in the Customer Data Platform (CDP) space. In 2024, AI-driven innovation surged across technology sectors, and CDPs were no exception. Over half of CDP vendors surveyed by Gartner – including Leadspace – highlighted AI as their most important area of development. These developments reflect a growing urgency to embed AI into CDP functionality—not just as a technical enhancement, but as a strategic tool for increasing upstream business value.
A major driver of this shift is the expanding diversity of CDP buying and user groups. Today, CDP purchasing decisions involve an average of five funding groups, with input from two to three departments shaping requirements. CDPs are no longer tools just for marketing—they serve marketing, IT, customer service, sales, governance, and more. This cross-functional usage reinforces the need for AI features that serve a broad range of needs, from campaign optimization and customer segmentation to data governance and workflow automation.
As CDPs evolve into enterprise data hubs, AI must help translate data into action for both technical and nontechnical users. However, the challenge lies in making these innovations matter. Improvements in personalization or segmentation, while valuable, often yield marginal returns that are hard to quantify in business terms. For AI-driven features to resonate with a broad stakeholder base, vendors must demonstrate clear links between AI and performance outcomes, such as revenue growth, customer retention, or market share gains.
One area where AI shows strong potential is workflow optimization and usability. For example, generative AI and low-code/no-code tools can make complex tasks like segment creation or campaign planning more accessible to nontechnical users. Yet, while this may reduce dependence on IT and streamline operations, it doesn’t always translate into the kind of ROI that convinces executive stakeholders of its strategic value. Enterprises will increasingly need to assess whether their customer data is “AI-ready”—fit for AI use cases and structured for seamless integration into automated processes. Funnel dashboards that align results and outcomes across sales, marketing and services is one key offering that many companies are increasingly demanding.
To truly showcase AI’s value in CDPs, businesses must go beyond internal efficiencies and connect AI outcomes to tangible business applications. For instance, AI-powered data cleansing and enrichment can improve customer data quality while reducing manual work for data engineering teams. These operational improvements can then be tied to faster time-to-market for campaigns or better customer insights—benefits that can potentially impact sales performance or customer satisfaction.
Furthermore, the accuracy of any AI scoring model for customers/prospects will depend on robust customer profiles with high-quality underlying data. Of course, maintaining high quality data requires constant updates and unification – a tedious, time-consuming, and error-prone process when done manually. CDPs are essential to keeping your customer data operationalizable for downstream AI applications. As AI becomes a larger part of the sales & marketing ecosystem, so too is the need for a way to manage and automate those system-wide customer data updates and adjustments. The most effective sales and marketing leaders will benefit from powering their AI use cases with complete, accurate customer profiles for accounts and people, with hierarchy mapping and a strong Identity Resolution framework.
Ultimately, AI will play a pivotal role in the future of CDPs, but its effectiveness will depend on the ability to prove its value within a larger business context. Enterprises are beginning to expect AI systems to act with greater autonomy, adapting to content and executing tasks with minimal human input. CDP vendors that can align these agentic AI capabilities with measurable business outcomes will be best positioned to lead in a crowded and rapidly evolving market. For more information about the importance of having a strong Identity Resolution framework, check out the webinar, Identity Resolution Explained. Explore Leadspace’s Revenue Radar solution to putting AI-scoring models to work.
