Unleash next-level customer service with Copilot and agents in Dynamics 365

Tuesday, November 19
5:30 PM - 6:15 PM Greenwich Mean Time
Duration 45 minutes
BRK160
On Demand
Breakout
In Chicago + Online

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.
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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.
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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.