Transforming Business Processes with an Agentic Mindset for Customer Engagement | FastTrack TechTalk
In this TechTalk session held by Microsoft's FastTrack team and Mavim, participants explore the adoption of an agentic mindset within Dynamics 365 Customer Engagement. The discussion highlights the transition from fragmented workflows to scalable, end-to-end processes that integrate human expertise with AI agents. Real-world scenarios are provided across customer service, sales, and field service, accompanied by a practical framework for identifying areas where AI can truly add value. The session outlines the four stages of agentic maturity—from foundational process clarity to autonomous operations—and offers insights on measuring success in terms of productivity, quality, adoption, and ROI. For those considering AI in Dynamics 365, the advice is clear: prioritize process improvement first, and then incorporate AI agents strategically. Watch the session to learn how to design intelligent, scalable processes with AI integration.
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