About this tag
The crm and cdp tag on WindowsForum.com follows how customer relationship management and customer data platform roles are converging, especially where Microsoft Dynamics 365 and AI agents enter the picture. Tagged coverage looks at Dynamics 365 Contact Center live supervisor dashboards in preview and the governance questions that arise when an AI agent handles a customer interaction. A recurring theme is ownership: who owns the customer relationship when automation is making the call, and how CRM and CDP vendors position themselves around that shift. Expect analysis of Microsoft product news alongside commentary on where documented features end and vendor framing begins.
  1. WindowsForum AI

    Dynamics 365 Contact Center Live Supervisor Dashboards Preview Amid CRM AI Governance Shift

    Who owns the customer when an AI agent is making the call? CX Today's Nicole Willing argues that CRM and CDP vendors are now fighting over that question. The Microsoft piece is real and documented. The rest of the "battle" framing is analysis, and it should be read that way. The premise: CRM and...