Kameleon Solutions at BIZIT 2025 conference

Solutions, not excuses. Under this slogan, the BIZIT 2025 conference was held on November 4–5 at the Metropol Palace Hotel in Belgrade, one of the most important regional events dedicated to digital transformation and the practical application of innovation in business.

BIZIT once again brought together a community of experts, leaders, and companies who understand that technology is not an end in itself; it’s a tool, a driver, and an ally. At a time when it’s easy to say "it can’t be done," this conference celebrates those who demonstrate how it can - through knowledge, experience, and smart use of technology.

As a multi-award-winning Salesforce partner and one of the pioneers of CRM implementations in the region, the Kameleon Solutions team participated in the conference with two highly attended presentations that bridged global trends with local realities.

Dreamforce 2025: The beginning of the Agentic Enterprise era

The first presentation was delivered by Una Kostandinović, Marketing Manager at Kameleon Solutions, who shared with the audience the latest insights and key innovations from Dreamforce 2025, held in October in San Francisco.

Every year, Dreamforce serves as the epicentre of innovation in the world of CRM and AI technologies. This year’s conference was defined by the concept of Agentic Enterprise, a new paradigm reshaping how companies use artificial intelligence.

"What defines this new era of agentic enterprise is the shift from traditional automation to a connected network of autonomous AI agents that communicate, share data, learn, and make decisions together, in real time."

- Una Kostandinović

While earlier AI systems were isolated and performed only single tasks, the new model builds an intelligent, collaborative ecosystem where AI agents interact, complement one another, and become part of the organisational structure.

At the heart of this transformation lies Agentforce 360, the next-generation Salesforce platform for agentic business.

"Agentforce 360 connects people, AI agents, applications, and data into a unified system where every interaction, decision, and recommendation is based on real context and accurate information."

- Una Kostandinović

The core of the Agentforce 360 ecosystem is Data 360 (formerly Data Cloud), Salesforce’s unified data platform that consolidates, connects, and cleans data across multiple systems.

"Artificial intelligence is only as good as your data," Una emphasised, underlining that without high-quality, connected, and structured data, there can be no truly intelligent automation.

Her presentation set the stage perfectly for the next session, which explored the real challenges companies face on their journey from Excel to AI.

From Excel to AI: The CRM path most companies haven’t taken yet

In the second part of the program, Igor Jovanovski, CEO of Kameleon Solutions, delivered a dynamic and engaging session that sparked numerous questions and comments from the audience.

The title of his lecture - "From Excel to AI" - captured the essence of today’s market reality: the gap between what companies want and what they’re ready for is still enormous.

"Although we live in the age of artificial intelligence, many business processes still depend on spreadsheets. Sales, marketing, and even customer support often rely on Excel files and manual records. That doesn’t mean these companies aren’t digital; it means their digitalisation isn’t truly integrated. And that’s the main obstacle to AI: the data exists, but it’s not connected."

- Igor Jovanovski

The first step toward AI transformation isn’t installing new software; it’s changing how teams work and understanding what CRM truly represents.

"CRM is not software. CRM is a strategy, a way for a company to understand and manage its relationships with customers. Software is merely the tool that enables that philosophy to come to life."

- Igor Jovanovski

The four key challenges of CRM implementations

In his talk, Igor outlined four major reasons why CRM projects often fail to meet expectations:

🔸 People, not technology – Resistance to change and the familiar phrase "we’ve always done it this way" slow down progress.

🔸 Processes without owners – Everyone uses CRM, but no one takes real responsibility for it.

🔸 Poor data quality – Incomplete entries, duplicates, and outdated contacts block accurate analytics.

🔸 Unrealistic expectations – Management expects predictive AI insights without having a clear sales funnel or reliable data.

"CRM projects don’t fail because of the software; they fail because they represent a fundamental change in the company culture. AI can optimise processes, but it can’t fix bad ones."

- Igor Jovanovski

AI hype vs. AI reality: Stories from the field

Through practical examples, Igor demonstrated how wide the gap still is between AI expectations and reality.

One client wanted to implement an AI model to predict customer purchases, but their CRM didn’t even contain accurate contact information. The model simply revealed how little they actually knew about their own customers.

Another example illustrated a common pattern:

🟢 Business expectations:

AI will solve everything. The system will recognise customers automatically. Decisions will become fully automated.

🔴 Reality:

Data is incomplete. Teams operate in silos. CRM adoption is only at 40%.

The conclusion was clear but powerful:

"When CRM works properly, every customer interaction lives in one system. That’s when AI can recognise patterns: who will buy, who might leave, and where to focus the next campaign. CRM is the foundation; AI is the upgrade."

- Igor Jovanovski

So, before asking "When will we adopt AI?", companies should first ask: "How ready is our CRM to support it?"

At this year’s BIZIT Conference, Kameleon Solutions once again proved to be a true partner in creating solutions, not excuses. Because technology alone doesn’t change companies. People do; people who know how to use it, supported by a team that helps them make it happen.