This session reviews the Dynamics 365 CRM roadmap (Customer Engagement), explaining Microsoft’s release wave model and highlighting what’s coming across Sales and Customer Service, with a focus on Copilot, AI agents, automation, and analytics so organizations can plan adoption and prioritize the features that deliver the most business value.

Agenda:

· How the Dynamics 365 release wave model works

· Understanding planned vs released features

· Overall CRM investment areas from Microsoft

· Sales roadmap and Copilot direction

· AI agents for sellers and pipeline execution

· Embedded insights and next-best actions

· Customer Service roadmap and agentic support

· Case management and routing enhancements

· Analytics, dashboards, and research experiences

· Platform, security, and governance considerations

· How to plan pilots and phased rollout

· Key takeaways and next steps