Amy Lanzi, CEO of Digitas North America, discusses the upcoming shift to CRM 3.0 at the Possible conference, emphasizing the role of data, AI, and storytelling in creating hyper-personalized customer experiences and enhancing loyalty. She highlights the rapid growth of retail media, the need for effective measurement, and the importance of first-party data in a cookieless world, ultimately advocating for a convergence of CRM, commerce, media, and creativity.