customer experience

An Era of Efficiency in Customer Service Operations In today’s competitive business environment, fast-tracked customer service is a cornerstone for success, and technology continues to evolve to meet the demands of modern organizations. Microsoft’s latest update to Dynamics 365 Customer Service...

Dynamics 365 revolutionizes contact center operations at New Zealand’s Public Trust New Zealand’s Public Trust, a government-owned entity managing more than 5,000 estates and 430 charitable trusts, recently took a leap into the future of customer engagement. Driven by an urgent need to replace...

A Human-Centered Retail Revolution Fueled by AI Retail has long been synonymous with exceptional customer service and dynamic employee engagement. Today, artificial intelligence is taking that legacy to new heights by humanizing technology and reinvigorating in-store experiences. By seamlessly...

Microsoft’s 50-year IT journey isn’t just a chronicle of technological milestones – it’s a masterclass in evolution, innovation, and the human spirit of adaptation. As digital landscapes and user needs evolve, reflecting on decades of IT transformation offers valuable lessons that not only...

Northern Tool + Equipment’s journey toward retail excellence is a powerful example of how modern enterprises are leveraging technology to reimagine their customer experience. In a bold move centered around a customer-first philosophy, Northern Tool has integrated Microsoft’s Dynamics 365...

Capgemini and HOYER reveal how agile transformation and cloud innovation are reshaping the logistics landscape In an era where digital transformation is not just a buzzword but a necessity, HOYER—a renowned independent logistics service provider with roots reaching back to 1946—has embarked on a...

Adobe has long been synonymous with creative innovation, and its latest unveiling at the Adobe Summit in Las Vegas has the industry buzzing even louder. The introduction of the Adobe Experience Platform (AEP) Agent Orchestrator marks a significant milestone in redefining customer experience...

The retail landscape is evolving fast, and NRF 2025 reinforced that today's innovations aren’t just about technology—they’re fundamentally human. As we dive into how the industry is reshaping itself, it’s clear that the fusion of digital innovation and human engagement is redefining retail for...

In a world where connectivity is the lifeblood of modern society, Microsoft has launched a pioneering initiative that leverages artificial intelligence to transform the telecommunications industry. The recent industry blog post by Silvia Candiani—Microsoft’s Vice President for Worldwide...

In an era where digital innovation is driving consumer behavior, the traditional brick-and-mortar retail model is undergoing a radical transformation. Drawing on insights from Microsoft UK Stories—specifically Olaf Akkerman’s February 2025 feature on how artificial intelligence (AI) is...

In the ever-evolving landscape of technological innovation, the telecommunications sector is increasingly spotlighting its use of artificial intelligence (AI) to redefine productivity and efficiency. The recent discussion around Microsoft Copilot reveals how this sophisticated tool is poised to...

When it comes to AI innovation, Microsoft has been striding ahead with tools like its Copilot and AI Agent technologies. Recently, Cloud Wars featured an exciting discussion with Microsoft’s very own Dewain Robinson on their AI Copilot Podcast. Robinson, a key player in Microsoft's development...

In today's rapidly evolving digital commerce landscape, integrating payment connectors into platforms like Microsoft Dynamics 365 isn’t just a luxury or efficiency upgrade—it’s a strategic necessity. As the competition stiffens and customer expectations soar, businesses find themselves at...

In the ever-evolving landscape of technology, standing still is akin to moving backward. This sentiment rings especially true for the Dubai Electricity and Water Authority (DEWA), which has kicked off the year 2025 with a bang. Forging ahead under the visionary leadership of HE Saeed Mohammed Al...

In a fascinating leap toward modernizing customer interaction platforms, Microsoft has unveiled a game-changing feature for its Dynamics 365 Contact Center: multilingual voice agents. This enhancement, made possible through Copilot Studio, enables businesses to handle voice interactions in...

What does a UK-based pet care company and cutting-edge AI technology have in common? Turns out, a whole lot. Pets at Home, a leader in pet care services, has taken a giant leap into the future by integrating Microsoft Copilot Studio, showcasing how AI is redefining operational efficiency and...

Retailers, buckle up! The world of shopping as you know it is steering toward a digitalized metamorphosis, and the trio of VoiceComm, Phygrid, and Microsoft has set their sights firmly on North America. This strategic partnership is all about reshaping retail operations, enhancing customer...

Editor's take: Windows 11 24H2 increasingly shows how the Windows Insider program does nothing to improve Windows security and reliability. The number of show-stopper bugs experienced by customers who updated to the latest OS version is staggering. Meanwhile, Microsoft is just saying that...

In an era where technology meets retail, the alliance between Coles Group and Microsoft marks a significant step forward in digital transformation, highlighting the growing significance of artificial intelligence in consumer shopping experiences. With a strategic five-year agreement unveiled...

In our ever-evolving digital landscape, where the demands for reliable communication are at an all-time high, the importance of service experience and uptime cannot be overstated. In a recent insight shared by AudioCodes on Comms Business, the focus revolves around Microsoft Teams contact...