Customer Experience
English · Introduction (100)
Sabina Kuzmiakova 
Sonia Waters Microsoft has made a decisive entry into the Contact Centre space. This strategic focus represents a transformative shift from the stagnation that has long characterised the CCaaS market. In this session, we will explore how Microsoft’s AI-first Contact Centre redefines customer engagement and agent empowerment. By the end, you will gain insight into: - Designing self-service experiences that customers actually want to use - Empowering contact centre agents with AI-driven tools that enhance productivity and satisfaction - Improving overall customer experience through intelligent automation - Understanding how Dynamics 365 AI Contact Centre is preparing organisations for the future - Seeing how the Microsoft Contact Centre integrates seamlessly within the Microsoft Business Platform. - Examples of where AI has gone wrong and why adopting a Responsible AI framework is crucial. Join Sabina Kuzmiakova and Sonia Waters as they discuss how Microsoft is reshaping the modern contact centre through the power of AI.
English · Intermediate (200)
Tammy Okwara This session is aimed at Dynamics 365 professionals who are ready to move beyond the basics and explore how Microsoft’s built-in AI capabilities can transform customer experience. We’ll dive into how Dynamics 365 leverages AI to personalize interactions, streamline service delivery, and empower agents—without needing external integrations. Through live demos, real-world scenarios, and implementation tips, attendees will gain practical knowledge they can apply immediately. Key Lessons: Understand how Dynamics 365’s built-in AI features—like Copilot,, Customer Insights etc—can elevate customer engagement. Learn how to use AI for intelligent case routing, sentiment analysis, and predictive lead scoring. Explore best practices, and common pitfalls when implementing AI within Dynamics 365.
English · Introduction (100)
András Fördős 
Marianna Kozanyiova Whether you're marketing to individual consumers, business buyers, or both, aligning your data model with your audience is key—but rarely simple. In this session, we’ll explore how to effectively use the various tables in Customer Insights - Journeys (CI-J) to support real-world B2C, B2B, and DTC marketing scenarios. We’ll discuss: - The differences between Leads, Contacts, Profiles and Accounts in the CI context - When to use which entity—and when NOT to - How to align your segmentation and activation strategies to diverse audience types - Common pitfalls when mapping customer journeys across different models Walk away with clarity on how to design a CI-J setup that respects your complexity while unlocking powerful personalization.
German · Advanced (300)
Paul Muțiu Real-Time Marketing in Dynamics 365 Customer Insights is powerful, but one thing is missing: segments for virtual tables aren’t supported. At least not officially. In this session, we’ll show how we found a way around that limitation. Using a programmatic approach, we created working Customer Insight Journey segments on top of virtual tables—unlocking scenarios that would otherwise be impossible today. You’ll learn: Why native support is missing and what challenges that creates How to design and implement segments for virtual tables step by step Pitfalls and lessons learned from putting this approach into practice Join us if you’re ready to go beyond the documented feature set and see how unsupported doesn’t have to mean impossible. And yes—this one is AI-free but still very real, very advanced, and very useful.
English · Intermediate (200)
Vivian Voss We’ve all seen it happen, and most of us also experienced it 😉 — another Customer Insights project that looked perfect on paper but somehow derailed in execution. And it is rarely because of the technology. More often, it’s the same set of human, process, and expectation pitfalls we keep stepping into while insisting that this time will be different. In this session, Vivian will dive into the real reasons so many Dynamics 365 Customer Insights implementations struggle — and why blaming the tech is usually the easiest excuse. From unclear ownership and disconnected teams to unrealistic timelines and misunderstood data models, Vivian will walk you through the chaos we keep repeating and how to stop it. You’ll learn what typically goes wrong, why these issues persist, and most importantly, how to avoid them in your next Customer Insights project. Whether you’re a solution architect, project manager, marketer, or consultant, this session will give you practical, experience-based advice to turn painful lessons into actionable best practices.
English · Introduction (100)
Mignon Coenen Project Operations is the Dynamics 365 tool for project management, while Business Central (in my opinion) is the best Dynamics 365 tool for finance. Why not combine these two to automate the complete process from lead to cash? Since there is no standard integration, you will need to develop this yourself. But where should you start from a functional viewpoint? This session will not be technical but informational, focusing on what data should be synchronized between the applications to facilitate the entire process from lead to cash. And I will also share some valuable lessons learned.
English · Intermediate (200)
Kristine Risberg Step into the enchanted realm of Dynamics 365 Contact Center, where every implementation begins with noble intentions—and far too often ends in... chaos. Join this fantasy-themed session as we journey through the Seven Cursed Relics—deadly sins that haunt contact center projects: from the seductive call of a big-bang rollout, to the wrath of unsupported agents, to the lust for AI autonomy without a plan. Armed with tales from the field, hard-earned spells (best practices), and a few magical references (hello, fellow nerds), Kristine guides you through a 45-minute saga of real-world lessons, fantastical metaphors, and practical guidance. Whether you’re a first-time adventurer or a seasoned solution sorcerer, this session will leave you battle-ready to face your next D365 Contact Center quest.
German · Intermediate (200)
Dennis Istel Visit Report, Call Report, Briefing Report – the evergreen in every CRM project You always face the same questions: Why is there nothing out-of-the-box in the system? The answer is simple: Every company is different and has unique requirements for their reports. In this session, we’ll explore various approaches to implementing visit reports – from traditional templates to modern, AI-powered solutions. We’ll discuss the pros and cons of each method. Since there’s no right or wrong, we aim for a highly interactive session where you can share your own experiences and ideas. The goal: Fresh inspiration for a modern (maybe agentic?) visit report implementation – and a support-group-style exchange for visit report survivors. 😉
German · Intermediate (200)
Florence Westphal 
Jonas Schwarzwälder Events sind oft der entscheidende Moment, um Beziehungen zu vertiefen. Doch wie finden Menschen das passende Event – und wie können Organisationen Interesse wecken, ohne Formulare und Hürden? Diese Session zeigt, wie moderne Eventerlebnisse entstehen, wenn man dynamische Eventdaten aus Dynamics 365 Customer Insights – Journeys mit Copilot Studio kombiniert. Über die neue Event API lassen sich Eventinformationen flexibel einbinden und in natürliche, KI-gestützte Dialoge verwandeln. Kundinnen und Kunden können so im Gespräch mit einem Copilot passende Veranstaltungen entdecken, sich direkt anmelden und persönliche Informationen teilen. Dadurch entsteht ein deutlich höherer Grad an Personalisierung, weil Empfehlungen und Interaktionen auf individuellen Interessen, bisherigen Aktivitäten und Kontextdaten basieren. Gleichzeitig erhalten interne Teams – etwa im Vertrieb – Unterstützung, um relevante Events für ihre Kontakte zu finden und gezielt einzuladen. Das Ziel ist ein Perspektivwechsel: weg vom statischen Formular hin zu echter Interaktion. Teilnehmende erleben, wie KI und offene Schnittstellen das Eventmanagement vereinfachen, Prozesse verknüpfen und Kundenerlebnisse lebendiger und persönlicher machen.