From CRM to Intelligent Engagement: Dynamics 365 CE Meets AI
Session Overview: Dynamics 365 Customer Engagement is no longer just a CRM system—it’s becoming an intelligent engagement platform powered by AI. With the rapid evolution of Dynamics 365 Copilot, AI‑driven insights, next‑best actions, case summarization, automated outreach, and predictive models, organizations now have the opportunity to transform every customer touchpoint into a smarter, faster, and more personalized interaction.
Learning Objectives:
- Understand how AI-driven tools within Dynamics 365 CE (such as Copilot for Sales and Customer Service) enhance daily CRM operations.
- Learn practical, real‑world scenarios for applying AI to improve customer engagement.
- Gain the skills to build an adoption roadmap for responsibly integrating AI into your CE environment.
Speakers: Luis Lopez
Recorded at: Community Summit NA 2026
Type: Education Session
Ability Level: 201 – Intermediate
Primary Product: Dynamics 365 CE (CRM)
Tracks: Artificial Intelligence (AI), Automation, Customer Service
Terms: All rights reserved by the speaker, Community Summit NA, and Dynamic Communities and cannot be reproduced or distributed without express written consent by the speaker and Dynamic Communities.
