Discover how generative AI is unlocking opportunities to redefine customer service. Join us to explore how autonomous agents and other advancements in Dynamics 365 Customer Service and Dynamics 365 Contact Center help transform your customer experience and enhance operational efficiency. Learn about the next wave of innovations with Copilot and agents and hear firsthand how Microsoft’s service and support organization is using autonomous agents to enhance CX, improve productivity and drive business value. Don’t miss this chance to see what’s new in service!
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Daniel Pickworth
General Manager CSS Technology, Strategy & Innovation Lead
Daniel Pickworth is the Technology Strategy and Innovation leader for Customer Service & Support at Microsoft. He is responsible for leveraging and scaling innovation in support of the company’s commercial business, spanning multiple lines of business in over 120 regional and national subsidiaries globally. He is passionate about responsible innovation that enhances and transforms the customers' support experiences. With 17 years in technical support, Pickworth has remained dedicated to staying close to customers, understanding their unique needs, and ensuring their voices are at the forefront of strategic decisions. A hallmark of his leadership is harnessing the transformative power of high-performing teams and cultivating broad partnerships both within and outside of Microsoft. By fostering a culture of collaboration and customer-centricity, he has consistently achieved remarkable results, driving innovation and elevating the support experiences for customers.
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Sundar Raghavan
VP, Products
Sundar Raghavan is the VP of Products for the Dynamics 365 Contact Center, Copilots and Customer Service Applications. He leads the product team responsible for the overall vision, strategy, customer and partner relationships, solution roadmap, cost modeling, growth, and adoption charters. He works with strategic customers to understand their critical needs and deliver product on-ramps that enable their AI transformation journeys. He is an industry veteran with over two decades of experience in delivering mission critical business apps, hyper scale distributed systems, and Data/Machine Learning/Artificial Intelligence engines that power the experiences for billions of users. Prior to Microsoft, he led engineering and product teams at Facebook (Data I/O), AWS, Amazon Business, Google (Gmail) and successful start-ups like Skytap (acquired by Kendryl), Postini (acquired by Google), Trading Dynamics (acquired by Ariba/SAP), Arbor Software (public IPO) and MicroStrategy (public IPO).
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Edgar Wilson II
Principal Program Manager Lead
Hi my name is Edgar Wilson, Principal Program Manager in the Dynamics 365 Customer Service group. I hold over 15 years of Dynamics experience having spent 7 years with prestigious implementation partners including Aderant, Customer Effective and Hitachi. During this time I worked as an architect and technical consultant implementing Dynamics in a variety of industries including Financial Services, Healthcare and manufacturing. I’ve been at Microsoft 8 years, holding a variety of roles in sales and engineering in the business applications group.