The Microsoft 2026 Work Trend Index is clear: the constraint on transformation is not people, but the gap between what employees can do and what organizations are built to support.
The post Customer experience leadership in the age of AI: A new operating model with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.
Explore how AI agents transform source-to-pay by supporting faster insights, smarter actions, and more resilient procurement operations.
The post Reinventing source-to-pay with agentic ERP appeared first on Microsoft Dynamics 365 Blog.
Field Service Mobile just got smarter.
New updates help technicians work faster, stay connected, and handle jobs with fewer clicks.
The post What’s New in Dynamics 365 Field Service Mobile appeared first on Microsoft Dynamics 365 Blog.
Workforce engagement management in Dynamics 365 helps service organizations plan, manage, and improve performance across customer service reps and AI agents. With forecasting, scheduling, real-time adherence, AI Agent Estimator, quality evaluation, governance, and coaching capabilities built into the service platform, teams can create a more connected and responsive operating model.
The post Optimize workforce operations across people and AI agents with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.
Copilot Cowork is where people delegate multi-step, multi-source work and review it, drawing across records, knowledge, email, and meetings, and increasingly across Sales and Customer Service together. It meets users where they already work in Microsoft 365, and it keeps a person in the loop the whole way: grounded in your records, governed by your permissions, and gated by human approval before anything is written back.
The post Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork appeared first on Microsoft Dynamics 365 Blog.
Conversation orchestration in Dynamics 365 Contact Center enables real-time decisioning, dynamic prioritization, and intelligent automation across every customer interaction.
The post Introducing Conversation Orchestration in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective for predictable tasks, these solutions become brittle as interactions grow more complex or multi‑step. Every change—whether updating policies, adding new intents, or refining flows—requires manual reconfiguration. This makes IVRs expensive and time‑consuming to maintain at scale.
The post Modernize IVR with AI Voice in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
