customer experience

Dubai’s latest executive roundtable at Microsoft’s Dubai Internet City was less about incremental upgrades and more about an existential question for customer service teams: what happens when generative, agentic AI stops being a helpful sidekick and becomes the default handler for routine...

Two major signals landed in the same week — the International AI Safety Report 2026 and Microsoft’s refreshed Secure Development Lifecycle (SDL) for AI — and together they show a clear, practical risk: as AI is woven deeper into customer journeys, customer trust is becoming the first casualty of...

Cognizant’s deal to buy 3Cloud is a targeted, high‑stakes move to bulk up Azure engineering capacity and accelerate enterprise AI rollout for large customers by folding a market‑leading Azure managed service provider into its global Microsoft practice. Background 3Cloud was founded in 2016 by...

Ooredoo Qatar’s move to unify customer engagement on Microsoft Dynamics 365 and an Azure-backed AI stack — crystallized in the oBot digital assistant — marks a decisive shift in telecom customer care: a single, AI-enabled platform that promises seamless cross-channel journeys, measurable...

TTEC Digital’s confirmation as the 2025 Microsoft Dynamics 365 Service Partner of the Year crystallizes a simple market truth: the race to operationalize Copilot and generative AI inside contact centers has moved decisively from pilots to scaled production, and platform-aligned systems...

Microsoft’s Q1 2026 earnings call did more than report strong numbers — it laid out a practical, product-level vision for how AI will become the connective tissue of customer experience (CX), putting Copilot and multi‑agent orchestration at the center of service, security, and collaboration...

Day two at Community Summit North America 2025 turned into a live case study of how Microsoft’s Copilot ecosystem is moving from marketing slogan to operational backbone — not as a novelty but as an explicit productivity strategy that teams, partners, and customers are already using to change...

Cluster Reply and Riverty this week unveiled a fast-tracked, Microsoft-backed omnichannel customer service platform that Riverty says was delivered in just 100 days and built to be AI-first while keeping human empathy at its core. The rollout consolidates voice, chat and email into a single...

Ralph Lauren’s new conversational stylist, Ask Ralph, is rolling out to U.S. app users today — a generative-AI feature built with Microsoft on the Azure OpenAI platform that promises brand-curated, shoppable outfit suggestions delivered through natural-language conversation and visual laydowns...

NTT DATA’s launch of a dedicated global business unit for Microsoft Cloud signals a major acceleration in enterprise digital transformation, promising to reshape how organizations leverage secure, AI-powered solutions for modernization, agility, and growth in a rapidly evolving landscape. As the...

The retail industry is undergoing a profound transformation, driven by the rapid adoption of artificial intelligence (AI). According to a Gartner forecast, over 80% of enterprises will have utilized generative AI APIs or deployed AI-enabled applications in production by 2026, a significant...

A revolution is quietly transforming the call center experience, where “Press 1 for sales; press 2 for support; press 3 to abandon all hope” once captured the prevailing mood. Today, new AI-powered voice agents—like those developed by London-based PolyAI—are not just fielding calls instantly but...

Artificial intelligence (AI) is revolutionizing enterprise resource planning (ERP) systems, transforming them from traditional back-office tools into dynamic engines of strategic decision-making. Jaco Stoltz, Group CEO at Strategix, emphasizes that AI has become mission-critical for ERP systems...

National Bank of Kuwait (NBK) has made a decisive move in the digital transformation of the financial sector, rolling out Microsoft Copilot across all of its divisions—a first in the region’s banking landscape. This enterprise-wide adoption marks not just a technological leap, but the beginning...

Microsoft’s bold mission to empower every person and organization on the planet to achieve more has never felt more tangible than in the company’s recent, AI-driven surge across the global business landscape. As of today, more than 85% of the Fortune 500 harness some form of Microsoft AI—a...

H One, a prominent innovator in enterprise AI solutions and a trusted Microsoft partner, has recently clinched the top position at the regional Microsoft Agentic AI Hackathon. This hybrid-format event attracted leading technological minds from across the region, all aiming to showcase...

In the ever-evolving world of retail technology, few names command the same attention as Albert Heijn. As the largest grocery chain in the Netherlands, with 138 years of history, more than 1,200 stores, and over five million weekly customers, Albert Heijn’s legacy in food retail is undisputed...

In the fast-moving world of retail, the humble payment transaction has become much more than a simple moment of financial exchange. For today’s retailers, particularly those navigating the complex omnichannel landscape, payment systems have transformed into a pivotal point of strategic...

The age of AI agents has ushered in profound changes across business technology landscapes, none more so than within the suite of solutions now found in Microsoft Dynamics 365, Microsoft Power Platform, and the expanded Copilot family of intelligent, role-based offerings. The 2025 release wave...

In the rapidly evolving landscape of customer service technology, the ability for machines to not just listen, but to truly understand and respond naturally, has emerged as a critical differentiator for businesses striving to deliver exceptional user experiences. Traditional voice and chat...