Copilot Chronicles, August 2026: Leading Sales & Service in the Age of AI Agents
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AI in Dynamics 365 is moving far beyond copilots.
The next evolution is AI agents—digital coworkers that can research, reason, recommend, and complete work alongside your sales and customer service teams. But adopting agentic AI isn't just about enabling new technology. It requires rethinking leadership, business processes, governance, and how humans and AI collaborate.
In this webcast Microsoft MVP Nancie Calder and customer engagement strategist Tanya Tygesen explore what this shift means for organizations using Dynamics 365 Sales and Customer Service.
In this conversation, they discussed:
- Why CRM is evolving from a system of record into a system of action
- The difference between copilots, AI agents, and autonomous business processes
- How Microsoft's latest Dynamics 365 Sales and Customer Service agents are changing everyday work
- The organizational readiness needed to successfully introduce AI coworkers
- Common adoption pitfalls—including governance, trust, ownership, and "pilot purgatory"
- Practical strategies for building a future where people and AI work together effectively
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