Business Decision Makers

News and product updates July 15 5 min read

Customer insights, reimagined: The intelligence layer powering agentic customer experience

Customers expect a single, continuous relationship with your brand.

News and product updates July 7 5 min read

Moving sales and service organizations forward with agentic CX and Microsoft 365 Copilot

Customer expectations have reset. Here’s how agentic AI across Microsoft 365 Copilot and Dynamics 365 helps sales and service teams meet the new standard—right in the flow of work.

Business professionals collaborating in a customer meeting to streamline sales workflows using Dynamics 365

Thought leadership June 25 7 min read

Agentic CRM in the flow of work: How AI is transforming sales and rebuilding customer trust

When sellers can access customer context, relationship insights, next best actions, and agentic recommendations inside the tools they already use every day, they can respond faster, engage more thoughtfully, and build trust more consistently at every stage of the buying journey.

Colleagues collaborating in a modern office meeting, with one person presenting while others review project plans and data on a screen

News and product updates June 22 6 min read

Customer experience leadership in the age of AI: A new operating model with Dynamics 365

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.

Worker scanning inventory in a warehouse using a tablet for supply chain management

Thought leadership June 18 6 min read

Reinventing source-to-pay with agentic ERP

Explore how AI agents transform source-to-pay by supporting faster insights, smarter actions, and more resilient procurement operations.

Copilot Cowork interface showing plugin integrations (including Dynamics 365) and a mobile view with task options like organizing inbox, planning a week, and preparing meetings

News and product updates May 14 3 min read

Copilot Cowork: From conversation to action across skills, integrations, and devices

Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.

Person reviewing information on a tablet while standing on a warehouse floor with storage shelves in the background

Events May 4 6 min read

From intelligence to impact: How agentic AI is reshaping today’s supply chain

As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront.

A young woman is working on a laptop while sitting in a cafe and drinking a frappe coffee that is on the table

News and product updates April 27 5 min read

Turning customer experience into a growth engine

Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle.

Two warehouse workers wearing safety vests walk down a warehouse aisle lined with stacked pallets and shelving

Customer stories April 16 7 min read

Becoming a Frontier Manufacturing Firm: Agentic decisions across the manufacturing value chain

At Hannover Messe 2026, Microsoft is showcasing how agentic ERP with Copilot, agents and Dynamics 365 helps manufacturers replan faster, make better production tradeoffs, and meet or exceed customer service SLAs.

Group of business people having a meeting at a round conference table in a creative office

Analyst reports March 31 4 min read

Enable accelerated growth with confidence: A Forrester TEI study projects more than 200% ROI over three years and six-month payback using Dynamics 365 Business Central

Microsoft commissioned Forrester Consulting to evaluate the potential return on investment organizations may realize by deploying Business Central.

Customer service representative speaking into headset microphone

Analyst reports March 23 4 min read

Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026

The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work.

Collage of workplace scenarios—field technicians reviewing data outdoors, a business presentation with charts, team collaboration in an office, and a factory worker using a tablet—connected by Microsoft Copilot and Power Platform icons

News and product updates March 18 8 min read

2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings

We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot.

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