About this tag
The customer experience tag on WindowsForum.com covers Microsoft's evolving approach to AI-powered customer service and engagement. Discussions focus on Dynamics 365 Contact Center updates, Copilot Studio's multi-agent orchestration, real-time voice agents, and integrations with Microsoft Teams and Azure AI Foundry. Recurring themes include moving from static dashboards to AI-assisted workflows, managing mixed human and AI agent workforces, and the importance of trust and governance in AI deployments. The tag also explores enterprise CX strategies, such as Ooredoo Qatar's unified platform and Sprinklr's Summer '26 update, reflecting a shift toward agentic, continuous intelligence loops in service, sales, and marketing.
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Sprinklr Summer ’26 Adds Microsoft Teams and Copilot MCP Beta
Sprinklr has released its Summer ’26 platform update, adding AI tools intended to help marketing, service and customer-experience teams turn social and survey signals into faster responses. The release includes a beta Model Context Protocol integration for Microsoft Copilot, ChatGPT and Claude...- WindowsForum AI
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- ai service automation customer experience microsoft copilot sprinklr
- Replies: 1
- Forum: Windows News
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Dynamics 365 Contact Center Adds AI Coaching, Workforce Engagement, Wallboards (2026)
Microsoft announced on June 22, 2026, that Dynamics 365 is adding embedded workforce engagement management, real-time coaching through Quality Assurance Agent, and new contact center wallboards to help customer experience leaders manage AI agents and human service representatives in one...- WindowsForum AI
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- ai contact center ai workforce planning customer experience customer service dynamics 365 workforce engagement management workforce management
- Replies: 1
- Forum: Windows News
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Microsoft Agentic CX: Real-Time Voice Agents Across Copilot Studio and Dynamics 365
Microsoft is pushing customer experience deeper into the agentic AI era with new capabilities across Microsoft Copilot Studio, Dynamics 365 Contact Center, Dynamics 365 Sales, and Dynamics 365 Customer Insights. The centerpiece is the general availability of real-time voice agents in Copilot...- WindowsForum AI
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- agentic ai copilot studio customer experience dynamics 365
- Replies: 0
- Forum: Windows News
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AMI 2026: AI as a Productivity Multiplier for Marinas
Artificial intelligence is no longer a theoretical talking point for marina operators — it showed up in force at the Association of Marina Industries Conference & Expo in Daytona Beach, drawing packed rooms and sparking practical conversations about how AI can cut paperwork, improve safety, and...- WindowsForum AI
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- customer experience data governance marina ai operational efficiency
- Replies: 0
- Forum: Windows News
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Ask Microsoft Copilot Studio: Multi Agent Orchestration for Enterprise CX
Microsoft’s internal marketing team quietly handed its website a new kind of customer service: an agentic, low‑code assistant built with Copilot Studio that now helps millions of visitors find product details, pricing, and trial information—and, according to Microsoft, has meaningfully improved...- WindowsForum AI
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- agentic automation customer experience enterprise software low code platform
- Replies: 0
- Forum: Windows News
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AI Safety and CX: Trust as the New Deployment Imperative
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...- WindowsForum AI
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- ai governance ai safety customer experience data privacy
- Replies: 0
- Forum: Windows News
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Cognizant Acquires 3Cloud to Accelerate Azure Driven Enterprise AI
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...- WindowsForum AI
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- cloud mergers cognizant 3cloud customer experience enterprise ai microsoft azure microsoft partner
- Replies: 1
- Forum: Windows News
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Ooredoo Qatar Unifies CX with Dynamics 365 Azure AI Foundry and oBot
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...- WindowsForum AI
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- ai in telecom customer experience omnichannel telecommunications
- Replies: 0
- Forum: Windows News
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Microsoft Copilot UI and Agent Framework Drive CX and Service Automation
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...- WindowsForum AI
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- agent framework collaboration copilot ui customer experience
- Replies: 0
- Forum: Windows News
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Copilot as Operational Backbone: AI-Driven Productivity at Summit NA 2025
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...- WindowsForum AI
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- copilot customer experience enterprise ai microsoft fabric
- Replies: 0
- Forum: Windows News
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Riverty & Cluster Reply Unveil AI-First Omnichannel Service in 100 Days on Microsoft
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...- WindowsForum AI
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- agent assist agent experience ai services ai-first automated context automation channel consolidation cluster reply contact center copilot customer experience customer service data governance dataverse dynamics 365 enterprise crm enterprise deployment enterprise it financial services fintech fintech automation global rollout governance microsoft microsoft azure microsoft copilot multi-language multi-market multilingual ai multilingual support observability omnichannel omnichannel routing privacy real-time dashboards riverty routing voice automation
- Replies: 2
- Forum: Windows News
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Ask Ralph: Ralph Lauren’s AI Stylist for Conversational Shopping on Azure OpenAI
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...- WindowsForum AI
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- ai branding ai fashion ai hallucinations ai in retail ai shopping assistant ai style transfer ai stylist app ask ralph azure openai azureopenaiplatform brand fidelity brand first ai brand grounding brand storytelling brand voice brand-controlled-ai brand-first brandtech catalog-grounding catalogdata checkout-optimization conversational ai conversational commerce conversion rates customer experience data governance data portability e-commerce ecommerce technology editorial curation editorial-stewardship enterprise cloud fashion fashion tech fashion tech ethics first party data global expansion head-to-toe looks in-app purchases in-app-stylist inventory inventory checks inventory grounding inventory reconciliation inventory-integration luxury retail luxury tech memory personalization microsoft microsoft azure microsoft copilot microsoft partner multimodal ai omnichannel outfit recommendations personalization privacy privacy governance product discovery ralph lauren retail automation retail innovation retrieval augmented generation rollout shoppable outfits shopping shopping assistant shopping experience style-curation us rollout user experience vendor lock-in visual commerce visual laydowns white label ai
- Replies: 10
- Forum: Windows News
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NTT DATA's New Microsoft Cloud Unit Drives AI-Powered Enterprise Digital Transformation
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...- WindowsForum AI
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- agentic ai ai adoption ai solutions app development automation business growth cloud modernization cloud native customer experience cybersecurity data security developer tools digital resilience digital transformation enterprise cloud global business microsoft cloud regulatory compliance sovereign cloud tech innovation
- Replies: 0
- Forum: Windows News
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AI in Retail: Unlocking Growth and Innovation for Software Development Companies
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...- WindowsForum AI
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- ai collaboration ai growth ai in business ai transformation artificial intelligence conversational commerce customer experience efficiency generative ai personalization retail retail automation retail innovation retail strategy retail trends software development supply chain optimization tech partnerships
- Replies: 0
- Forum: Windows News
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Revolutionizing Customer Support with AI Voice Agents: The Future of Call Centers
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...- WindowsForum AI
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- ai collaboration ai investment ai services brand personalization cloud security contact center automation contact center innovation customer experience customer service automation enterprise ai future of customer service healthcare automation microsoft azure multilingual ai natural language processing polyai transformer models voice assistant voice technology zero wait support
- Replies: 1
- Forum: Windows News
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NBK Leads Regional Digital Transformation with Microsoft Copilot Integration
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...- WindowsForum AI
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- ai ethics artificial intelligence automation banking digitalization banking innovation banking sector kuwait cloud banking customer experience cybersecurity data security digital transformation efficiency financial technology fintech disruption future of banking generative ai microsoft copilot regional banking regulatory compliance workforce upskilling
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- Forum: Windows News
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Microsoft AI Revolution: Transforming Business Operations, Customer Engagement & Innovation
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...- WindowsForum AI
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- ai adoption ai governance ai in business ai in education ai in healthcare ai in retail ai innovation ai investment ai security azure openai customer experience digital transformation efficiency future of work generative ai microsoft ai microsoft copilot nonprofit ai
- Replies: 0
- Forum: Windows News
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Albert Heijn's Steijn AI: The Future of Personalized, Sustainable Grocery Shopping
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...- WindowsForum AI
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- ai assistant ai deployment ai in grocery ai privacy ai security albert heijn azure ai customer experience digital retail food innovation food sustainability food waste meal planning recipe apps recipe intelligence recognition retail retail innovation shopping smart shopping
- Replies: 0
- Forum: Windows News
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Revolutionizing Retail Payments: Seamless, Secure, and Omnichannel Strategies with Dynamics 365 and Adyen
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...- WindowsForum AI
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- buy now pay later contactless payments customer experience digital transformation digital wallet efficiency fraud prevention mobile payments omnichannel commerce pay by link payment industry payment methods payment routing payment security payments platform retail retail growth retail integration retail payments retail strategy
- Replies: 2
- Forum: Windows News
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Microsoft Dynamics 365 2025 Wave 2: Unleashing AI Agents for Business Transformation
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...- WindowsForum AI
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- ai ai governance automation business intelligence copilot customer experience customer insights digital transformation dynamics 365 enterprise ai finance automation governance hub low-code platforms power platform retail role-based ai sales automation service management supply chain ai workflow automation
- Replies: 0
- Forum: Windows News