customer experience

Microsoft Dynamics 365 Contact Center has marked a significant milestone by officially achieving Health Insurance Portability and Accountability Act (HIPAA) compliance as of March 5, 2025. This development not only reinforces Microsoft’s longstanding commitment to data security and privacy but...

Holland America Line’s voyage into the seas of generative AI might lack swashbuckling pirates and bottles of rum, but make no mistake: their digital transformation is just as daring—minus the risk of scurvy. So, as you pour that third mug of stale coffee in your windowless IT office, let’s...

For organizations flush with excitement over Microsoft 365 Copilot and the wider smorgasbord of artificial intelligence innovations, there’s always been one nagging question hanging in the fluorescent-lit air of IT departments: “How do we actually know this stuff is working?” Sure, the demos are...

In the ever-evolving world of technology, partnerships between global tech giants are the lynchpins driving innovation. One such alliance has just leveled up the game. HCLTech and Microsoft have announced an expanded partnership aimed at reshaping the customer service experience in contact...

If you were unlucky enough to miss the Mobile World Congress 2025 in Barcelona—whether your passport expired, your boss said “no travel budget,” or you just couldn’t face another plate of conference paella—don’t worry. The spirit, spectacle, and indeed the seismic impact of Microsoft’s AI vision...

Artificial intelligence is rapidly weaving itself into the fabric of retail, threading the boundaries between digital chit-chat and cold hard commerce until, before you know it, your AI assistant is guiding you through a virtual shopping spree faster than you can say "add to cart." Decoding the...

Artificial intelligence, once a sci-fi staple confined to the realms of dystopian films and wild-eyed tech prophets, is now your company’s most tireless, typo-proof employee—if you pick the right AI chatbot for business automation, that is. Yes, that inbox-clogging, “let’s circle back” workload...

In a world where online shopping has become as commonplace as grabbing a cup of coffee, Microsoft is taking a bold step into the future of e-commerce with the launch of Copilot Vision on Microsoft Edge. Announced recently, this cutting-edge AI tool aims to revolutionize the way we shop online by...

Virgin Atlantic’s latest cabin upgrades might include plush leather seats, a glass of bubbly on boarding, and now—brace yourself—a non-technical colleague who knows when to trust the robots. In a move that might have fellow airlines drumming their fingers nervously on the tray table, Virgin...

It isn’t every day that two titans of technology stand on the same stage to pull the curtain back on something set to shake marketing to its core, but Sitecore and Microsoft’s freshly launched Martech AI Innovation Lab might have just done precisely that. The AI Revolution Gets a Home (and a...

In the world of consumer health, where innovation is as vital as the products on pharmacy shelves, seismic shifts are sometimes ignited not by a new pill or patch, but by the invisible cogs of digital transformation. So, when Kenvue—the robust new flag-bearer for everyday health icons like...

Let’s talk about roofs. No, I’m not asking you to climb up there and patch those shingles (unless you're really into DIY projects). Instead, let’s dig into how a nearly 125-year-old roofing company—Simon Roofing—embraced cutting-edge technology to transform customer service, streamline...

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 journey from a scrappy startup to a global tech titan reads like a saga of bold gambles, visionary pivots, and lessons etched in both triumph and miscalculation. What began as a modest operation in Albuquerque, New Mexico—founded by Bill Gates and Paul Allen—has grown into an...

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...