Customer expectations are rising, and service teams are under more pressure than ever to respond faster, resolve issues earlier, and deliver a consistent, high‑quality experience. With the evolution of Dynamics 365 Customer Service and the introduction of Agentic CRM capabilities, organisations can now empower their teams with intelligent, automated assistance that transforms the way they work.

Join us for this practical, insight‑driven session where we explore how Dynamics 365 Customer Service Agents can unlock efficiency, improve customer journeys, and help service teams focus on what matters most: delivering exceptional support.

What You’ll Learn

In this webinar, we’ll break down the opportunities and real‑world impact of Agentic CRM for customer service teams, including:

• What Dynamics 365 Customer Service Agents are and the problems they solve.
• How AI-driven agents add value, from accelerating case resolution to improving consistency and reducing manual effort.
• What organisations need to get started, including data, configuration considerations, and deployment readiness within D365.
• Discover what Customer Service Agents can do today, and where they provide the most value.

You’ll leave with a clear understanding of how AI-powered agents fit within the wider D365 Customer Service ecosystem – and how they can support your digital service strategy.

Key takeaways:

A clear path from awareness to action, supported by:

• Vision & Value Navigator – Your starting point for shaping a focused CRM transformation plan.
• Envisioning Workshop – Explore your service challenges, opportunities, and use cases.
• Business Value Assessment – Quantify the impact and potential ROI of implementing Customer Service Agents.
• Solution Assessment – Review your current D365 environment, data, and requirements to determine readiness and next steps.

This gives your organisation a clear, evidence-based route towards adopting Agentic CRM capabilities confidently and effectively.

Why Attend?

If you’re looking to enhance customer experiences, reduce operational pressure, or understand where AI can add meaningful value to your service function, this session will give you the clarity and direction you need.

Meet the speakers...

Mark Goff

Enterprise Account Executive at ANS

Mark Goff is an Enterprise Account Executive at ANS, specialising in AI Business Solutions & Microsoft Copilot. He works closely with FSI and Professional Services organisations to modernise operations, elevate productivity, and unlock new commercial value across the Microsoft eco- system. His focus is helping leaders adopt secure, scalable AI, optimise core business processes, and deliver meaningful transformation that drives measurable outcomes.

Gabrielle Barnard

Pre-sales Solution Architect: Business Applications at ANS

Gabrielle is a Presales Solution Architect specialising in Microsoft AI and Dynamics solutions, specialising in designing and demonstrating intelligent, end‑to‑end solutions. With over 10 years of experience across multiple small to enterprise industries. She focuses on helping organisations transform their customer and business experiences using Customer Insights, Customer Service, Sales, Power Platform and Copilot Studio into scalable, impactful, and future‑ready business solutions.